Customer Success Manager

Job Description

Job Description

Customer Success Manager (Mid-Market / Strategic Accounts)

Remote (U.S.) | Reports to Director, Customer Success

About Maxio

Maxio is the leading financial operations platform for B2B SaaS companies, helping teams automate billing, streamline revenue recognition, and gain real-time visibility into financial performance. With over $60M in ARR and a growing base of high-performing SaaS customers, Maxio sits at the center of the modern finance stack.

The Role

We’re looking for a Customer Success Manager who brings structure to complex customer situations, creates momentum where progress has stalled, and drives accounts from challenge to stability. You will be accountable for customer health and retention, advocate for customer needs, and shape how our customers scale with Maxio. You’ll partner with customers to understand pain points, align internal stakeholders, and execute clear resolution plans, working cross-functionally with Account Management, Support, Product, Professional Services, and Engineering.

What You’ll Own

Customer Coordination and Resolution

• Serve as the primary coordination point for customers needing cross-functional support
• Assess challenges and build actionable resolution plans with clear owners and timelines
• Stabilize at-risk accounts and move them toward a healthier state

Strategic Customer Partnership

• Build trust with Finance, RevOps, and SaaS operators by understanding their goals
• Support customers navigating complex workflows or adoption barriers
• Translate customer needs into coordinated internal action and communicate progress clearly

Cross-Functional Leadership

• Partner across departments to remove blockers and align stakeholders around customer priorities
• Act as the voice of the customer, ensuring urgency and business context are understood
• Maintain momentum across open issues and multiple workstreams

Customer Health and Operations

• Monitor account health proactively and identify risk before escalation
• Help customers use Maxio effectively across billing, revenue recognition, and reporting
• Maintain operational discipline in Salesforce, ChurnZero, and Zendesk

What Great Looks Like (6–12 Months)

• Critical issues are resolved faster through clear coordination and follow-through
• Internal teams see you as the go-to partner for complex customer situations
• At-risk accounts are consistently stabilized before escalation

Qualifications

• 3–6 years in Customer Success, Account Management, or similar in B2B SaaS
• Proven ability to manage complex, cross-functional situations involving escalations and account stabilization
• Experience working with finance, billing, or SaaS metrics (MRR, ARR, churn) preferred
• Strong executive communication skills; highly organized and proactive in ambiguity
• CPA certification is a plus

Why Maxio

• Operate at the intersection of SaaS and finance (high-value, sticky product)
• High ownership role with real impact on retention and growth
• Remote-first, flexible culture
• Clear path to growth as the company scales
• Health, dental, and vision insurance plans
• Medical and dependent care flexible spending accounts
• Paid monthly mental healthcare access with Headspace
• Open PTO - we like to keep this simple...making time for life is important!
• 11 paid standard holidays each year - Including a company-wide Winter Break
• 401(k) savings plan with company match!
• Macbook Laptop
• Paid Parental Leave
• A collaborative, entrepreneurial learning environment with a proven playbook
• Remote/Onsite/Hybrid working options

Maxio is committed to providing all team members a truly unique experience with opportunities for professional development and involvement in multiple dimensions of running and growing our business.

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