maintainx - Customer Success Manager - EMEA
Requirements
• 4+ years of rocking it in Customer Success at a B2B SaaS or software company, you know what it takes to keep customers happy and engaged. • A proven knack for making customers stick around, you’ve got the results to show with your retention and growth numbers. • You’re energized by building something new, comfortable with ambiguity, and able to take initiative and make smart decisions independently as our first CSM in the region. • Top-notch communicator and natural relationship builder, whether it’s Zoom, email, or face-to-face, you make people feel heard and supported. • You’ve led live product demos and training sessions that leave users excited and confident (bonus points if you make it look effortless). • A sharp eye for spotting trouble early, you know how to flag risks and turn them into wins. • Comfortable diving into data, you’ve got an analytical mindset and use insights to level up the customer experience. • You thrive in fast-paced, ever-evolving environments, where no two days are the same, and you wouldn’t have it any other way! • Proficiency in English • Industry or field experience is a huge plus. If you’ve worked in maintenance, manufacturing, facilities, field service, or another asset-intensive industry, or have hands-on experience with CMMS/EAM tools, you’ll speak our customers’ language from day one. • Conversational proficiency in second language is a huge plus • Our mission is to keep the physical world running. Factories, fleets, hospitals and campuses stay up because the people who maintain them have tools worth using. That is what we build. • Compensation and benefits. Base pay is one part of the package. Depending on the role, compensation may also include commission, an annual bonus and equity. Benefits differ by country. For roles in the United States, Autodesk’s benefits are described at benefits.autodesk.com http://benefits.autodesk.com. For roles in Canada and other countries, the plan differs on health coverage, retirement and leave, and your recruiter will walk you through it. • Belonging. We take pride in a culture where everyone can thrive. More at autodesk.com/company/global-belonging http://autodesk.com/company/global-belonging. More on where this is going: Autodesk CEO Andrew Anagnost on building the future of connected operations https://adsknews.autodesk.com/en/news/building-the-future-of-connected-operations/, and AOS SVP Stephen Hooper on welcoming MaintainX to Autodesk https://adsknews.autodesk.com/en/views/inside-autodesk-operations-solutions/.
Responsibilities
• Account Ownership and Prioritization • Manage a book of accounts with a focus on segmentation and strategic prioritization. • Create and execute success plans aligned with customer business objectives and value metrics. • Monitor account health using data and behavioral indicators to adapt engagement strategies. • Establish and grow our Customer Success presence in EMEA, building relationships and best practices tailored to the region. • Product Adoption and Retention • Deliver end user training and enablement through both 1:1 and 1:many formats (e.g., webinars, workshops, learning series). • Build strong, trust-based relationships with key stakeholders and multi-thread within accounts. • Lead Business Impact Reviews and Tune-Ups (our spin on health checks) to demonstrate ROI and deepen strategic alignment. • Partner with Sales and Support to identify upsell opportunities and expansion paths. • Risk Mitigation & Support • Identify and address early signs of churn through data and sentiment analysis and activate retention plays. • Serve as a primary escalation point and coordinate cross-functional resolution efforts. • Value Realization • Regularly communicate product value via impact reporting and usage insights. • Funnel product feedback from customers to internal teams, contributing to product roadmap evolution. • Contribute to the evolution of our CSM team’s playbooks, systems, and culture, including how we adapt them for EMEA customers.
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