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MaintainX, now part of Autodesk Operations Solutions, is a mobile-first work execution platform used by over 13,000 customers including Duracell, McDonald's, Shell, DHL, and Volvo to reduce unplanned downtime and optimize operations across 13.9 million managed assets and 79.5 million completed work orders.
As a Customer Success Manager – Asset Intelligence, you will be the trusted partner helping customers adopt MaintainX's asset intelligence solutions. You will work with operators, reliability engineers, and IT managers to integrate real-time equipment data into MaintainX, connect sensors and operational technology (OT) systems, and ensure customers achieve measurable return on investment from these solutions. This role sits at the intersection of customer success, Industrial IoT (IIoT), and data analytics.
Key Responsibilities:
- Establish strong customer relationships and become a trusted advisor on predictive maintenance, equipment health monitoring, and asset performance. Understand customer objectives around maintenance and reliability.
- Help customers define success metrics and quantify ROI associated with predictive maintenance. Analyze usage and KPIs, conduct quarterly business reviews, and recommend strategies to improve asset health, reduce downtime, and optimize maintenance costs.
- Deliver product demonstrations, training sessions, and webinars to enable customers to effectively use asset intelligence features. Advise on best practices in condition-based maintenance, usage-based preventive maintenance, anomaly detection, and downtime tracking.
- Collaborate across teams: work with sales to identify upsell and cross-sell opportunities, with support to resolve issues quickly, and with product and engineering teams to relay customer feedback and influence roadmap priorities.
- Monitor account health using behavioral and telemetry data to segment your portfolio, identify at-risk customers, and develop proactive engagement strategies. Address adoption challenges, propose strategies to increase value realization, and drive subscription renewals and expansion.
- Represent the customer voice to product and engineering teams, communicating feedback on integration challenges, data quality, and desired features to continuously improve the asset intelligence offering.
Requirements:
- Minimum 4 years of customer success experience or similar direct customer-facing role in a B2B SaaS company. Experience managing large enterprise accounts with complex implementation projects and multiple stakeholders.
- Strong knowledge of industrial maintenance practices and predictive maintenance concepts. Experience with IoT sensors, machine data, SCADA systems, industrial programmable logic controllers (PLCs), Ignition, MQTT, or other OT data sources—or demonstrated strong interest in these technologies.
- Proven ability to translate technical concepts into business value. Ability to explain how continuous equipment data enables usage-based maintenance and condition-triggered work orders, and how predictive analytics reduces downtime and maintenance costs.
- Excellent communication and interpersonal skills. Ability to build relationships easily, facilitate training for technical and non-technical audiences, and present comfortably to both senior leadership and field teams.
- Analytical mindset. Comfort diving into data to track adoption, usage patterns, and ROI, and using insights to guide actions.
- Comfort working in a dynamic, fast-paced environment and collaborating across multiple teams.
