MaintainX · 23 hours ago
Customer Success Operations Manager
United States
Full-time
Remote
Mid, Senior Level
5+ years expMaintainX is the world's leading Asset and Work Intelligence platform for industrial and frontline environments. As a Customer Success Operations Manager, you will drive strategic growth and operational excellence across post-sales teams, building systems and processes that enhance customer experiences and improve retention.
Artificial Intelligence (AI)Asset ManagementB2BInformation TechnologyMobileSaaS
Responsibilities
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
Qualification
Required
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
Benefits
Healthcare, dental, and vision coverage.
401(k) / RRSP enrollment program.
Take what you need PTO.
Company
MaintainX
MaintainX provides a CMMS/EAM platform that streamlines maintenance, work orders, and asset management for industrial and frontline teams.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$253.8MKey Investors
Bessemer Venture PartnersBain Capital Ventures
2025-07-09Series D· $150M
2023-12-06Series C· $50M
2021-06-09Series B· $39M
Leadership Team
Chris Turlica
CEO & Founder
Hugo Dozois-Caouette
CTO & Co-Founder
Recent News
2025-12-08
Washington Technology
2025-11-23
Company data provided by crunchbase