What are the responsibilities and job description for the Customer Success Operations Manager position at MaintainX?
MaintainX is the world's leading Asset and Work Intelligence platform for industrial and frontline environments. We are a modern IoT-enabled cloud-based tool for reliability, safety, and operations on physical equipment and facilities. MaintainX powers operational excellence for 12,000 businesses including Duracell, Univar Solutions Inc., Titan America, McDonald's, Brenntag, Cintas, Xylem, and Shell.
We recently completed a $150 million Series D funding round, bringing our total funding to $254 million and valuing the company at $2.5 billion.
Join our team as a Customer Success Operations Manager, where you'll drive strategic growth and operational excellence across MaintainX’s post-sales teams—Customer Success, Professional Services, and Support. You’ll build the systems, processes, and insights that empower these teams to deliver exceptional customer experiences, improve retention, accelerate expansion, and ensure scalable efficiency throughout the customer lifecycle.
What You’ll Do
Our mission is to make the life of blue-collar workers easier worldwide by creating software that meets their needs and realities. Our product is truly life-changing for 80% of the workforce that doesn’t work behind a desk and needs enterprise-grade software at their fingertips.
MaintainX is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
We recently completed a $150 million Series D funding round, bringing our total funding to $254 million and valuing the company at $2.5 billion.
Join our team as a Customer Success Operations Manager, where you'll drive strategic growth and operational excellence across MaintainX’s post-sales teams—Customer Success, Professional Services, and Support. You’ll build the systems, processes, and insights that empower these teams to deliver exceptional customer experiences, improve retention, accelerate expansion, and ensure scalable efficiency throughout the customer lifecycle.
What You’ll Do
- Enable the Customer Success, Professional Services, and Support teams to deliver consistent, high-quality customer experiences through optimized processes, clear performance metrics, and scalable systems
- Build reporting frameworks to monitor customer health, usage, and engagement. Provide actionable insights that improve retention, reduce churn, and drive expansion opportunities.
- Identify inefficiencies and design scalable workflows across post-sales teams—from onboarding to renewal—to improve cross-functional alignment and operational speed.
- Partner with leadership to build renewal and services forecasting models. Support annual and quarterly planning, headcount allocation, and capacity management for post-sales functions.
- Operate as the main point of contact for leadership in the Post Sales organization and the subject matter expert for post-sales tools such as Salesforce, Gainsight, Zendesk, and project management platforms. Drive system improvements and integrations that enhance team productivity and data accuracy.
- Work closely with Product, Finance, Marketing, and Sales Operations to ensure the post-sales motion is aligned with company goals and provides a seamless customer journey.
- Develop dashboards and insights for key post-sales KPIs—renewal rate, net revenue retention, time to value, NPS, and services utilization—and translate findings into strategic recommendations.
- Partner with leaders to roll out new processes, systems, and reporting frameworks. Provide documentation, training, and support to ensure successful adoption.
- Extracting insights from complex data sets and translating them into actionable recommendations and actions.
- Maintain a strong data foundation by ensuring accuracy, completeness, and standardization across customer success and support systems.
- 5–7 years of relevant experience in Customer Success Operations, Revenue Operations, or Post-Sales Operations within a SaaS environment.
- Proven ability to build and scale post-sales processes that improve retention, expansion, and customer satisfaction.
- Strong analytical skills, with experience transforming complex data into strategic insights and actionable recommendations.
- Experience with CS platforms (e.g., Gainsight, ChurnZero, Totango) and CRM systems such as Salesforce.
- Skilled in forecasting, planning, and capacity modeling for customer-facing teams.
- Excellent communication and collaboration skills; able to work effectively with executives and cross-functional partners.
- Highly proficient with Excel/Google Sheets, PowerPoint/Google Slides, and BI tools such as Looker or Tableau.
- Comfortable working in a fast-paced, evolving environment where innovation and continuous improvement are core values.
- Competitive salary and meaningful equity opportunities.
- Healthcare, dental, and vision coverage.
- 401(k) / RRSP enrollment program.
- Take what you need PTO.
- A Work Culture where:
- You’ll work alongside folks across the globe that reflect the MaintainX values, Smart Humble Optimist.
- We believe in meritocracy, where ideas and effort are publicly celebrated.
Our mission is to make the life of blue-collar workers easier worldwide by creating software that meets their needs and realities. Our product is truly life-changing for 80% of the workforce that doesn’t work behind a desk and needs enterprise-grade software at their fingertips.
MaintainX is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.