Role Description You're a customer-obsessed operator who thrives on building systems, not just relationships. You know that not every customer needs a dedicated CSM to be wildly successful; they need the right touchpoints at the right time. You're energized by the idea of designing scalable programs that drive adoption, satisfaction, and expansion across hundreds of accounts simultaneously. As Mappedin's Scaled Customer Success Manager, you will own the 1-to-many customer success motion for our mid-market and SMB customer base. You'll combine data-driven insights with creative communication strategies to ensure every customer feels supported, informed, and positioned to get maximum value from the Mappedin platform. Core 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. Qualifications - 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. Nice to have - 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 - Competitive base salary: $90,000-$100,000 CAD - 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

Passionate about customer success and growth? Join our international team and help clients maximize the value of our solutions! **What You’ll Do** - Build strong customer relationships and drive success - Handling customer support through phone and email channels, responding to general inquiries as well as questions related to contracts and invoices. - Supporting customers and local teams with contract administration and invoice-related tasks, along with related customer service activities. - Conduct proactive outreach campaigns.

• Onboard new retailers onto the Driftrock platform, running training sessions that build confidence and get teams up and running from day one • Monitor retailer engagement across your portfolio, using platform data to track login rates, lead qualification activity, and reporting usage, and reach out proactively where there's room to improve • Run proactive check-ins with retailer contacts to coach them on lead qualification, reporting, and getting the most from the tools available to them • Drive signal closure rates by helping retailers understand why passing conversion data back to the brand account matters, and making it easy for them to do so • Triage and resolve retailer support requests via chat and ticketing, ensuring fast, clear answers to questions about the platform • Build and maintain training materials (guides, videos, walkthrough docs) that make self-service easier and reduce repeat queries • Feed insight upward to the CS team and wider business: what are retailers struggling with, what's working, and what should the product team know?

• Help Sleek achieve its revenue target by renewing all services in our existing clientele. • Achieve cash collection targets on a monthly basis across renewals, upsells and upgrades. • Deliver customer satisfaction at the highest level. • Ensure renewal rates are optimal on a monthly basis. • Understand own pipeline, track it in a data driven manner, prioritise ticket resolution to drive monthly targets. • Collaborate with cross functional teams (accounting, corpsec, product, data) to improve renewal processes, share best practices with team and also be proactive in nature.