Senior Customer Success Manager

Mappedin
United States
Workplace: RemoteFull timeUSD 125,000 - 145,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Stakeholder management","Strategic planning","Risk detection","Cross-functional collaboration","Executive communication"]

Own the health, continuity, and expansion strategy for a portfolio of top North America accounts with complex venues. Drive multi-application adoption across departments, architect 12–24 month land-and-expand roadmaps, and surface risk early with clear context and mitigation paths. Partner with AEs to coordinate expansion execution and run QBRs to elevate discussions beyond dashboards while improving customer success playbooks across the operating system.

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Mappedin
Mappedin
2 days ago

Senior Customer Success Manager

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Last checked: 2 hours agoStatus: Live

Job Summary

Own the health, continuity, and expansion strategy for a portfolio of top North America accounts with complex venues. Drive multi-application adoption across departments, architect 12–24 month land-and-expand roadmaps, and surface risk early with clear context and mitigation paths. Partner with AEs to coordinate expansion execution and run QBRs to elevate discussions beyond dashboards while improving customer success playbooks across the operating system.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Strategically manage a portfolio of ~25–30 high-value North America accounts with disciplined account planning and internal documentation.
  • •Drive cross-department platform adoption so deployments expand beyond a single department’s use case.
  • •Facilitate executive-level dialogue through QBRs and strategic reviews focused on operational leverage and risk posture.
  • •Monitor for early warning signals and escalate risk with context and proposed mitigation paths before renewal windows.
  • •Partner with paired AEs to coordinate and execute expansion motions, maintaining continuity in executive relationships and contributing to CS playbooks.

Pay and Benefits

Salary: USD 125,000 - 145,000 annually
Schedule:4-Day Week
Perks:Paid Leave

Key Requirements

  • •Maintain structured account plans for approximately 25–30 high-value North America accounts, including stakeholder maps, adoption milestones, expansion hypotheses, and risk flags.
  • •Drive platform adoption beyond the initial use case by facilitating cross-functional dialogue and identifying additional teams that can derive value from the platform.
  • •Run QBRs and strategic reviews that frame conversations around operational leverage, risk posture, and portfolio-wide consistency.
  • •Proactively detect and escalate risk early using signals like stakeholder departures, contraction language, budget tightening cues, adoption decay, and internal friction.
  • •Coordinate with paired AEs to activate expansion opportunities across additional venues, new applications, and portfolio standardization while maintaining executive relationship continuity.
Skills:Stakeholder managementStrategic planningRisk detectionCross-functional collaborationExecutive communication

Company Brief

Mappedin
Provides indoor mapping and spatial data management software for venues such as malls, stadiums, airports, offices, and campuses, enabling wayfinding, asset management, operations, and analytics through developer tools and enterprise mapping solutions.
Industry: Enterprise Software
Company Size: Medium (51 to 250 employees)
Growth: Early Stage Startup
Funding: Series A
Headquarters: Waterloo, Canada
Founded: 2011
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