Senior Customer Success Manager

2 days ago

Waterloo, Ontario, Canada Mappedin Full time US$90,000 - US$140,000 per year

 Who we are and what we do

Mappedin is the leading indoor mapping platform transforming the way venues are experienced, managed, and understood. Built for scale and trusted by the world's biggest brands, our AI-powered tools make indoor mapping fast, flexible, and easy to integrate—powering indoor experiences at top destinations worldwide. With billions of square feet mapped across 57 countries, we help make public spaces easier to explore, simpler to manage, and safer for every visitor. For more information, visit

To try out our mapping tools, visit

Who you are and what you'll do

You enjoy using your expertise to act as an advisor to our customers. You have excellent communication skills, learn fast, are proactive, you are a natural leader and have strong attention to detail. You understand that delivering a consistent experience in all success, support, & training initiatives goes a long way in creating trust. 

As a Senior Customer Success Manager, you will be reporting to the Director of Customer Success you will assume a leadership role in nurturing lifelong relationships with our expanding roster of global clientele. Your responsibilities will include to: 

Welcome and engage Mappedin customers at strategic and tactical levels, provide exceptional service and support, and champion on behalf of your customers to deliver a world class customer experience.Drive revenue from the customer base by increasing adoption, ensuring retention and increasing satisfaction of Mappedin suite of products.Define & deliver effective onboarding programs, coaching customers to become experts and Mappedin advocates.Uncover, qualify and hand-over to Sales opportunities for upsell and new feature add-ons across your customer portfolio.Support customer retention and renewals and, as needed, work with Sales and Finance on customized renewals and forms.Establish Customer Success Plans, defining shared goals, so customers achieve their objectives.In collaboration with our Product Teams, facilitate Customer meetings to encourage client engagement and involvement in all things Mappedin, being sure to best accommodate local time zones. This may require work outside of regular working hours.Measure, track and analyze KPIs (key performance indicators), report progress and optimize programs through innovative practices to drive adoption.Proactively monitor & mitigate risks and potential for customer churn.

You are highly interested in learning about or already have experience in:

Customer Success strategies, knowledge, and best practicesExperience with Commercial Real Estate Project management Account management methodologies Leading & managing key stakeholder relationshipsTraining & Onboarding strategiesExperience working with CAD files, floor plans, and 3D software an assetIllustrator / Design experience an asset

What are some challenges?

Mappedin moves fast and we sometimes change directions. We can't always wait for all the information before we try something. If you want us to guarantee exactly what you'll be working on three months from now, we can't give you that. On the other hand, there is a lot of high value work to do, and it won't be boring. There is a lot of discovery work involved as we frequently do things that are ahead of current technology. 

One of our values is playing for the team so you may need to sometimes put aside personal objectives in order to help meet more urgent company objectives, but others will do the same for you.

 Behind the scenes 

We move fast and pivot as needed. We operate with experimental mindsets and are constantly pushing the boundaries of our industry. Because of this, we can't guarantee exactly what you'll be working on three months from now but we can guarantee that you will be working on high value projects that will foster your growth along with Mappedin's. One of our core values is playing for the team. This means that we're constantly balancing our own goals with the needs of the organization and jump in to help others whenever needed.

At Mappedin, we don't take a one-size-fits-all approach to how we work. While we have colleagues around the globe, some roles are best suited for full-time, in-person work at our home office in Waterloo. We are committed to getting things done and holding each other accountable. We stay curious, embrace risks, and learn from our mistakes. We're competitive and enjoy winning together as a team.

We believe in being transparent about how we hire. We use artificial intelligence (AI) tools to help record Zoom interviews and create notes for us to review later. Every application and interview is still reviewed by our People Operations team, and all hiring decisions are made by people - not AI.

We welcome applications from people with disabilities. We provide reasonable accommodations for candidates upon request through the recruitment process. For additional information, please email us at or call us at and ask to speak to a member of the Human Resources team.

 

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