Senior Customer Success Manager

About Mappedin

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.

Who you are and what you'll do

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

Supporting Themes

• Maintain Executive-Level Anchoring
  Ensure that Mappedin’s value remains tied to risk reduction, revenue enablement, and operational leverage, not just feature usage or support tickets.

• 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.

Core Responsibilities

Own and Strategically Manage a Portfolio of Top Accounts

Manage approximately 25–30 high-value EMEA accounts. Maintain structured account plans with clear stakeholder maps, adoption milestones, expansion hypotheses, and risk flags. Keep internal documentation disciplined and current so that visibility exists beyond individual relationships.  This is not relationship warmth. This is portfolio discipline.

Drive Platform Adoption Beyond Initial Use Case

Ensure that initial deployments do not remain isolated within a single department. Facilitate cross-functional dialogue where appropriate. Identify where additional teams could derive value from the platform and connect those insights into expansion logic.

Maintain credibility by being product-fluent: comfortable enough in the platform to speak confidently without becoming a support resou