Jobs at MaintainX

Manage and prioritize a B2B SaaS customer portfolio across EMEA, driving adoption, retention, value realization, and account growth. Develop success plans, monitor customer health, deliver training and business reviews, identify churn risks, coordinate escalations, and partner with Sales and Support on expansion. As the first EMEA CSM, establish regional customer success practices, adapt playbooks, and contribute customer insights to product development.

Lead complex, multi-phase MaintainX software implementations for enterprise customers across EMEA. Manage stakeholders, client expectations, project milestones, training, knowledge transfer, issue resolution, adoption, and long-term customer success. Provide workflow recommendations for maintenance and operations teams while collaborating with product, sales, and account management teams. The role requires strong communication, facilitation, technology adoption, and client relationship skills, with travel up to 20%.

Lead complex, multi-phase software implementations for enterprise customers across EMEA. Manage stakeholders, client expectations, milestones, change management, training, knowledge transfer, issue resolution, adoption, and long-term customer success. Advise customers on maintenance and operational workflows while collaborating with product, sales, and account management teams. The role requires strong communication, consulting, relationship management, technology adoption, and customer-facing implementation skills, with up to 20% travel.

Own customer support cases from initial response through investigation, resolution, and follow-up. Troubleshoot web and mobile SaaS workflows, manage the EMEA queue, support strategic accounts, coordinate escalations, and conduct follow-the-sun handoffs with North American teams. Maintain accurate case records, lead customer troubleshooting calls, improve knowledge resources, and provide product feedback. The role requires strong judgment, communication, troubleshooting, and prioritization skills.

Lead a distributed Level 2 technical support team and establish MaintainX’s EMEA support operation. Responsibilities include triage, escalations, regional handoffs, onboarding, coaching, workforce planning, case trend analysis, customer escalation management, quarterly reporting, and cross-functional process improvement. The role partners with Product, Engineering, Customer Success, and North American support leadership while improving customer outcomes through data, automation, and operational discipline.