Senior Customer Success Manager

 Who we are and what we do
Mappedin is the leading indoor mapping platform transforming the way venues are experienced, managed, and understood. Built for scale and trusted by the world’s biggest brands, our AI-powered tools make indoor mapping fast, flexible, and easy to integrate—powering indoor experiences at top destinations worldwide. With billions of square feet mapped across 57 countries, we help make public spaces easier to explore, simpler to manage, and safer for every visitor. For more information, visit mappedin.com.

To try out our mapping tools, visit https://app.mappedin.com/editor/

Who you are and what you’ll do

You enjoy using your expertise to act as a trusted advisor to our venue customers. You have excellent communication skills, learn fast, are proactive, and bring natural leadership paired with strong attention to detail. You understand that delivering a consistent, elevated experience across all success, support, and training initiatives is essential to building trust with large, operationally complex clients

As a Senior Customer Success Manager reporting to the Director of Customer Success, you will take a leadership role in nurturing long-term relationships with our growing roster of venues worldwide. Your responsibilities will include: 

• Welcome and engage venue customers at both strategic and tactical levels, providing exceptional service, operational support, and advocacy to ensure a world-class customer experience.
• Drive revenue within the venue portfolio by increasing adoption, retention, and satisfaction across the full suite of products.
• Define & deliver tailored onboarding programs for venue operators, event teams, and facility managers, coaching them to become internal experts and champions of our platform.
• Identify, qualify, and hand off upsell opportunities to Sales for new features, expanded use cases (e.g., premium fan experiences, event-specific solutions), and additional venue deployments.
• Support customer retention and renewals, partnering with Sales and Finance as needed on customized agreements, multi-venue renewals, and enterprise forms.
• Establish Customer Success Plans that define shared goals aligned to venue operations, such as improving visitor navigation, optimizing event day workflows, or enhancing fan experience.
• Collaborate with Product Teams to facilitate feedback sessions and customer meetings, encouraging active involvement from venue clients. Given global time zones and event schedules, some meetings may occur outside standard working hours.
• Measure and track KPIs related to adoption, operational performance, and event outcomes; report progress and continually optimize programs through innovative best practices.
• Proactively monitor risks and potential churn, especially around seasonal usage, event schedules, or venue leadership changes.

You are highly interested in learning about or already have experience in:

• Customer Success strategies, processes, and best practices
• Project management in complex, multi-stakeholder environments
• Account management methodologies
• Leading and managing relationships with executives, operations teams, and event staff
• Working with CAD files, floor plans, and 3D software (ideal for venue layouts, concourses, and event configurations)
• Illustrator / design tools for mapping or spatial visualization (an asset)
• Experience working with arenas, large venues
   

Nice to have

• You have experience working in commercial real estate
• Familiarity with event operations, fan experience solutions, or venue-tech ecosystems
• Hubspot Slack or Intercom 

 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. One of our core values is playing for the team. This means that we’re constantly balancing our own goals with the needs of the organization and jump in to help others whenever needed.

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.

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