Director, Customer Success Jobs

Who we are and what we do We use outdoor maps daily, but when we walk indoors, useful maps are missing. From offices to stadiums, people need to find things and know where to go. Mappedin builds user-friendly mapping tools that make the indoors visible - empowering businesses to create experiences that people now expect. Whether you’re a building manager or a CAD expert, Mappedin enables anyone to create useful indoor maps. Headquartered in Waterloo, Ontario, Mappedin is the leading platform for indoor mapping solutions, with more than 1.3 billion square feet of space managed within its system. Mappedin has ranked as one of Canada’s Top Growing Companies in the Globe and Mail Report on Business for the past three consecutive years. With 80+ employees and more hiring to come, Mappedin is well-positioned for growth. Media: https://www.youtube.com/watch?v=Vo4JGRTqqAk Who you are and what you’ll do The Director of Customer Success is responsible for developing strategies for customer retention and growth. You enjoy and have experience supporting the successful delivery of projects and initiatives at scale for an international base of customers. You are proactive in addressing customer needs, have strong people management skills and are comfortable communicating with customers at the Senior Levels. The Director of Customer Success has a strong vision for how we delight our customers and the drive to roll up their sleeves and get it done. Reporting to the VP of Customer Experience, you own the execution of the customer journey & lifecycle for all our customers.
As Part Of The Customer Experience Team, You Will
Define and execute the overall vision and strategy for the CS team Lead a team of Customer Success Managers who own the customer relationships through support, product adoption, value realization and growth Lead by example and be ready to step into the job of each CSM when needed Develop and maintain 1:M strategies across all segments that drive value, adoption and growth amongst Mappedin customers Manage your team to achieve set NRR, NPS and satisfaction metrics by developing and maintaining strategic processes and workflows Communicates vision of customer experience across all levels of Mappedin; working with all teams and stakeholders to best deliver value for our customers Ensure the Customer Success team works in collaboration with all other functions, delivering a great end-to-end customer experience throughout the customer journey Identify at-risk customers and own the plans to address and overcome risks Support and enable CSM’s to up-sell and promotes cross-sell amongst their existing portfolio of customers Develop and execute support strategies to ensure our support experience is exceptional, the team can perform at a high level and our service is aligned to Mappedin’s outcomes Handle customer escalations and involve appropriate stakeholders for quick resolution
The ideal candidate likely has: 7+ years of experience in customer success or related field, with at least 3 years in a leadership role. Proven track record of developing and implementing successful customer success strategies and processes. Strong leadership skills, with experience building and leading high-performing teams. Excellent communication and interpersonal skills, with the ability to develop strong relationships with customers and internal stakeholders. Experience working in a fast-paced, dynamic environment with the ability to prioritize and manage multiple initiatives simultaneously. Strong analytical and problem-solving skills, with the ability to identify trends, patterns, and insights from customer data. Passion for customer success and a commitment to delivering exceptional customer experiences.
What are some challenges? Mappedin moves fast and we sometimes change directions. We don’t wait for all the information before we try something. If you want us to guarantee exactly what you’ll be working on three months from now, we can’t give you that. On the other hand, there is a lot of high value work to do, and it won’t be boring.
One of our values is playing for the team. Sometimes you will have to put aside personal objectives in order to help meet more urgent company objectives, but others will do the same for you. Behind the scenes There’s a lot of trust here at Mappedin. We are a remote by default company, but this role may require you to come into the office from time to time. If you’re local, there are opportunities to come into the office and collaborate with others regularly. We work flexible hours, have a flexible vacation policy and work to provide the hardware or office equipment you require to unleash your potential. We do what it takes to get things done. We stay curious, challenge opinions, take risks, and learn from our mistakes. We’re competitive and we like to win together.
Mappedin welcomes 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.
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