Scaled Customer Success Manager

Mappedin•Quebec, QC

17h•CA$90,000 - CA$100,000

About The Position

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. You're a customer-obsessed operator who thrives on building systems, not just relationships. You know that not every customer needs a dedicated CSM to be wildly successful, they need the right touchpoints at the right time. You're energized by the idea of designing scalable programs that drive adoption, satisfaction, and expansion across hundreds of accounts simultaneously. As Mappedin's Scaled Customer Success Manager, you will own the 1-to-many customer success motion for our mid-market and SMB customer base. You'll combine data-driven insights with creative communication strategies to ensure every customer feels supported, informed, and positioned to get maximum value from the Mappedin platform.

Requirements

3–5 years of experience in Customer Success, Account Management, or a related customer-facing role within a SaaS or technology company.
Demonstrated experience building or contributing to scaled / digital-touch / 1-to-many programs.
Strong proficiency with CRM and CS tools (HubSpot strongly preferred); experience building automated workflows, sequences, and email campaigns.
Analytical mindset; comfortable working with customer data to segment accounts, identify trends, and make decisions.
Excellent written communication skills; you can craft compelling customer-facing content that drives action at scale.
Project management chops; you can juggle multiple programs, timelines, and stakeholders simultaneously.
A bias for action and experimentation; you're comfortable iterating quickly and measuring what works.
Experience with customer segmentation strategies and lifecycle management.

Nice To Haves

Experience in commercial real estate, retail, venues/events, or proptech.
Experience with Intercom, Slack, or similar customer communication tools.
Background working with mapping, spatial data, or location-based technology.

Responsibilities

Own the Scaled CS Motion: Design, build, and continuously improve Mappedin's 1-to-many customer success strategy for mid-market and smaller accounts, ensuring consistent engagement and value delivery at scale.
Drive Customer Engagement Programs: Create and execute automated and semi-automated communication workflows, including onboarding sequences, adoption campaigns, renewal nudges, product update broadcasts, and re-engagement plays that keep customers informed and active.
Surface Expansion Opportunities: Use product usage data, engagement signals, and customer health indicators to identify accounts ripe for upsell or cross-sell, qualifying and handing off opportunities to the Sales team.
Own Renewals for Scaled Accounts: Partner with Commercial Operations and Finance to ensure seamless, timely renewals across the scaled portfolio, including coordinating automated renewal workflows and price increase communications.
Develop Self-Service Resources: Collaborate with Product, Marketing, and Support to build and curate a library of resources (guides, webinars, FAQs, video tutorials) that empower customers to onboard themselves, troubleshoot independently, and discover new use cases.
Be the Voice of the Scaled Customer: Aggregate trends, feedback, and feature requests from the scaled segment and bring them to Product and Leadership, ensuring smaller customers have a seat at the table.
Collaborate Cross-Functionally: Work closely with RevOps, Marketing, Product, and Support to align scaled CS programs with broader GTM strategies, product launches, and operational improvements.