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.
7rh0sdyLAG
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.
7rh0sdyLAG
💡 Quick Summary
Seeking a career-building opportunity? The Customer Success Manager position is now open for candidates interested in the Customer Care sector. This role in Norcross offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
