Enterprise Customer Success Manager

Mapiq; Delft; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid in Delft

Workation

Pension plan

25 vacation days

Home office allowance

Travel reimbursement

Job summary

Mapiq in Delft is seeking an experienced Enterprise Customer Success Manager to own a portfolio of enterprise clients, driving adoption, retention, renewals and expansion.

You will work with the Head of Customer Success and cross-functional teams to deliver measurable value using AI-driven dashboards and health scores.

The role requires 5+ years in enterprise SaaS, strong stakeholder management and fluency in English and Dutch; hybrid work with 3 days in the Delft office.

Qualifications

• Experience in enterprise SaaS customer success and renewals.
• Ability to drive adoption, retention and expansion.
• Strong stakeholder management across executive levels.

Responsibilities

• Own the complete account from usage to revenue.
• Lead renewal strategy and identify upsell/cross-sell opportunities.
• Act as primary escalation owner for high-impact customer situations.
• Use AI-driven data, dashboards, and health scores to identify risks.
• Build relationships at operational and executive levels to demonstrate value.
• Collaborate with Product, Engineering, Support, and Finance on customer priorities.
• Represent customer voice to product and process improvements.
• Improve CS playbooks, cadences and health monitoring.

Skills

Enterprise SaaS

Renewals management

Upsell / cross-sell

Stakeholder management

Data-driven decisions

AI familiarity

English & Dutch

Job description

We are looking for an enterprise customer success manager who will own and manage a portfolio of enterprise customers, driving adaption, retention, renewals and expansion.

We redefine the workplace. Mapiq offers a next-generation Workplace Management Platform that unifies all your workplace data in one place, harnessing AI to generate actionable insights and equipping you with the tools to continuously enhance the employee experience through data.

Our enterprise customers use our platform across the globe. Customers like Booking.com, PwC and Heineken optimizing their offices based on the data Mapiq provides. As Enterprise Customer Success Manager you will closely work together with our customers and solve their workplace experience challenges.

Your role at Mapiq

You will own and manage a portfolio of enterprise customers, driving adaption, retention, renewals and expansion. You are working together with the head of Customer Success and collaborate closely with other colleagues within Mapiq.

As an Enterprise Customer Success manager, you will:

• Own the complete account from usage to revenue.
• Lead the renewal strategy, identify upsell and cross-sell opportunities and increase the lifetime value of our customers.
• Act as the primary escalation owner for complex or high-impact customer situations.
• Use AI driven data, dashboards, and health scores to proactively identify risks and prioritize actions.
• Build strong relationships both at operational and executive level to ensure customers see measurable value from Mapiq over time.
• Partner cross-functionally with Product, Engineering, Support, and Finance to align on customer priorities.
• Represent the voice of the customer internally by feeding insights and customer feedback into product and process improvements.
• Drive operational excellence by applying and improving Customer Success playbooks, cadences, and health monitoring.

Who are we looking for?

We try to keep it realistic, but if we were to describe our ideal candidate, it would be someone with more than 5 years of experience as Enterprise Customer Success manager in a technical or data-driven SaaS environment, who understands the complexity of our product and genuinely cares and enjoy to work with customers to solve challenges together and create better workplaces.

You are a structured thinker with a proactive, commercially minded approach. You navigate complex stakeholder landscapes with ease, translate technical value into clear business outcomes, and know how to keep a renewal on track while spotting the next growth opportunity. You enjoy solving new, complex challenges alongside your customers.

To summarize and as an addition we are looking for someone with:

• more than 5 years of experience working with enterprise customers in a technical SaaS environment. Working with customers in the workplace experience industry is a pre;
• a background in Customer Success, Account Management, Solutions Consulting, or a similar role;
• proven experience managing renewals, stakeholder alignment, and long-term customer relationships;
• strong technical curiosity and the ability to discuss integrations, data, and product capabilities;
• excellent communication and stakeholder management skills, from IT and Real Estate to C-level;
• effective prioritizing skills, manage risk at scale, and focus energy where it drives the most impact;
• a genuine curiosity for AI and new technology, and a drive to explore how these can sharpen your work and strengthen customer outcomes;
• a structured, proactive mindset and comfort in a high- performance, dynamic scale‑up company;
• excellent language skills in English and Dutch to make sure you can communicate with all our customers;

What to expect?

• We embrace hybrid working and agreed to be 3 days per week working from the office in Delft. We believe that magic happens when we work together as the total Mapiq team. Monday and Thursday are our company wide office days, the other day is flexible.
• Enjoy 1 month of workation per year from anywhere in the world
• We have 25 employees who have built a strong community of board game enthusiasts, sports fanatics, coffee lovers, and more! Be yourself and have fun!
• Competitive pay: to us, that means that we pay you what seems fair to us, based on your current experience and skills. We’ll discuss salary with you during our first interaction to ensure you know what to expect.
• Please let us know if you think specific tools or devices should be part of your job offer. We will also provide you with €300 reimbursement to improve your home office, so you'll always be comfortable!
• And of course, we provide a pension plan, 25 vacation days, and travel reimbursement.