[Remote] Scaled Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Mappedin is the platform for digital indoor mapping, transforming building floor plans into dynamic digital maps for various environments. As a Scaled Customer Success Manager, you will design and improve customer success strategies for mid-market and SMB customers, ensuring they receive maximum value from the Mappedin platform.
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
Skills
- 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
- 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
Benefits
- Variable component: 10% of base salary
- 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
Company Overview