Customer Success Manager (Bilingual English & Spanish Speaker)

Requirements

• We are currently seeking a talented and motivated Bilingual Customer Success Manager (English & Spanish) to join our team
• This isn’t a standard playbook-following role. We’re looking for someone who can juggle competing priorities, prioritize the most impactful customer engagements and adopt scalable 1:many strategies to drive adoption and account growth
• 2+ 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
• Top‑notch communicator and natural relationship builder, whether it’s Zoom, email, or face‑to‑face, you make people feel heard and supported — in both English and Spanish
• 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!

What the job involves

• As a Bilingual Customer Success Manager (CSM) at MaintainX, you’ll be a strategic partner to our customers and drive value, retention and growth. In this role, you will manage a diverse book of business that includes both North American and LATAM-based customers
• You will be fluent in both English and Spanish, capable of effectively communicating, training, and consulting with Spanish‑speaking stakeholders to ensure full product adoption and alignment with business goals
• Our CSMs are not just support partners, they are product experts, risk detectives, and strategic time managers who balance proactive engagements with scale impact efficiently across their book of business
• Manage a book of accounts with a focus on segmentation and strategic prioritization, including both English‑speaking and Spanish‑speaking (LATAM) customers
• 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
• Deliver end‑user training and enablement through both 1:1 and 1:many formats (e.g., webinars, workshops, learning series) in both English and Spanish
• 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
• 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
• 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