Senior Customer Success Manager

About Mappedin

Mappedin is the platform for digital indoor mapping. The company transforms building floor plans and spatial data into dynamic digital maps that power navigation, operations, analytics, and safety across complex environments. Mappedin’s platform has mapped more than 10 billion square feet of indoor space across 86 countries, supporting destinations including Simon Property Group malls, Los Angeles International Airport, Major League Baseball stadiums, and Hudson Yards.

Who you are and what you'll do

The CSM is the strategic owner of post-sale account health, executive continuity, and expansion architecture across a portfolio of complex venues. Your job is to protect and grow revenue in the top EMEA accounts by driving multi-application adoption, surfacing structured expansion paths, and escalating risk early — without getting absorbed into tactical support.

Supporting Themes

• Maintain Executive-Level Anchoring
  Ensure that Mappedin’s value remains tied to risk reduction, revenue enablement, and operational leverage, not just feature usage or support tickets.

• Drive Platform Adoption Across Departments
  Move accounts from single-use deployment toward cross-functional use cases across experience, security, and operations.

• Architect Land-and-Expand Roadmaps
  Design 12–24 month account plans that identify logical venue, department, and application expansion paths before renewal conversations begin.

• Surface Risk Before It Becomes Contraction
  Detect early warning signals, stakeholder exits, contraction language, budget shifts, internal politics and escalate with clarity.

• Operate in Structured Partnership with Sales
  Coordinate with paired AEs to activate expansion motions at the right moment, maintaining continuity of executive relationships.

• Protect Strategic Time
  Resist getting pulled into daily product noise; route issues to support and preserve focus on revenue protection and growth.

Core Responsibilities

Own and Strategically Manage a Portfolio of Top Accounts

Manage approximately 25–30 high-value EMEA accounts. Maintain structured account plans with clear stakeholder maps, adoption milestones, expansion hypotheses, and risk flags. Keep internal documentation disciplined and current so that visibility exists beyond individual relationships.  This is not relationship warmth. This is portfolio discipline.

Drive Platform Adoption Beyond Initial Use Case

Ensure that initial deployments do not remain isolated within a single department. Facilitate cross-functional dialogue where appropriate. Identify where additional teams could derive value from the platform and connect those insights into expansion logic.

Maintain credibility by being product-fluent: comfortable enough in the platform to speak confidently without becoming a support resource.

Facilitate Executive-Level Dialogue

Run QBRs and strategic reviews that elevate conversations beyond metrics dashboards. Frame discussions around operational leverage, risk posture, and portfolio-wide consistency. Encourage internal referrals and introductions across departments when value is evident.

The CSM does not “sell” in a transactional sense. The CSM facilitates conversations that unlock expansion naturally.

Detect and Escalate Risk Early

System health scores do not capture politics.

Proactively monitor for signals such as:

• Key stakeholder departure

• Language around removing venues or reducing scope

• Budget tightening cues

• Adoption decay in specific departments

• Internal friction between stakeholders

Escalate early, with context and proposed mitigation paths. Do not wait for renewal windows to react.

Activate and Support Expansion in Partnership with SD

When expansion opportunities are identified — additional venues, new applications, portfolio standardization — pull in the paired Sales Director. Coordinate messaging and maintain continuity in executive relationships.

The expectation is coordinated execution:

• CSM identifies and shapes.

• SD structures and closes.

Contribute to the Broader CS Operating System

Provide feedback into renewal templates, customer marketing efforts, QBR materials, and expansion playbooks. Share patterns across accounts to refine ICP, packaging, and GTM positioning.

This is a scaling organization. Individual insight must translate into system-level improvement.

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.

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.This position will require being in office four days per week.

We believe in being transparent about how we hire. We use artificial intelligence (AI) tools to help record 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 accessibility@mappedin.com or call us at (519) 594-0102 and ask to speak to a member of the Human Resources team.

What's in it for you

• Competitive base salary: £90,000 - £110,000 GBP

• 20 days of paid vacation, available from your first day

• Comprehensive benefits from Day 1

• A team of bar raisers with low ego and high ownership