Customer Success Manager Experience

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. You enjoy using your expertise to act as an advisor to our customers. 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. 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. 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.

Customer Success strategies, knowledge, and best practices

Experience with Commercial Real Estate

Project management

Account management methodologies

Leading & managing key stakeholder relationships

Training & Onboarding strategies

Experience working with CAD files, floor plans, and 3D software an asset

Illustrator / Design experience an asset

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.

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. This means that we’re constantly balancing our own goals with the needs of the organization and jump in to help others whenever needed.

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 stay curious, embrace risks, and learn from our mistakes. We use artificial intelligence (AI) tools to help record Zoom interviews and create notes for us to review later. We welcome applications from people with disabilities.