Senior Customer Success Manager

Mappedin•,

4d•$125,000 - $145,000•Hybrid

About The Position

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 North America accounts by driving multi-application adoption, surfacing structured expansion paths, and escalating risk early — without getting absorbed into tactical support.

Requirements

Maintain Executive-Level Anchoring: Ensure Mappedin’s value remains tied to risk reduction, revenue enablement, and operational leverage.
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.
Maintain credibility by being product-fluent: comfortable enough in the platform to speak confidently without becoming a support resource.
The CSM does not “sell” in a transactional sense. The CSM facilitates conversations that unlock expansion naturally.
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.
When expansion opportunities are identified — additional venues, new applications, portfolio standardization — pull in the paired Account Executive.
The expectation is coordinated execution: CSM identifies and shapes. AE structures and closes.
Individual insight must translate into system-level improvement.
We move fast and pivot as needed. We operate with experimental mindsets and are constantly pushing the boundaries of our industry.
This position will require being in office four days per week.
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.

Nice To Haves

Maintain internal documentation disciplined and current so that visibility exists beyond individual relationships. This is not relationship warmth. This is portfolio discipline.

Responsibilities

Own and strategically manage a portfolio of top accounts (approximately 25-30 high-value North America accounts). Maintain structured account plans with clear stakeholder maps, adoption milestones, expansion hypotheses, and risk flags. Keep internal documentation disciplined and current.
Drive platform adoption beyond the initial use case, ensuring initial deployments do not remain isolated within a single department. Facilitate cross-functional dialogue and identify where additional teams could derive value from the platform.
Facilitate executive-level dialogue through QBRs and strategic reviews that elevate conversations beyond metrics dashboards, framing discussions around operational leverage, risk posture, and portfolio-wide consistency.
Detect and escalate risk early by proactively monitoring for signals such as key stakeholder departure, language around removing venues or reducing scope, budget tightening cues, adoption decay in specific departments, and internal friction between stakeholders. Escalate early with context and proposed mitigation paths.
Activate and support expansion in partnership with the Account Executive (AE) when expansion opportunities are identified. Coordinate messaging and maintain continuity in executive relationships.
Contribute to the broader CS operating system by providing feedback into renewal templates, customer marketing efforts, QBR materials, and expansion playbooks. Share patterns across accounts to refine ICP, packaging, and GTM positioning.