Custom Success Manager

Mapme; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Equity in company

Bonus potential

Job summary

Mapme is hiring a Customer Success Manager to help customers turn ideas into interactive maps. You will guide new users, support existing customers, and demonstrate Mapme to prospects. This fully remote role operates during US business hours (Pacific Time alignment) to assist customers and conduct product demos.

You will train customers on features, expand usage for retention and growth, and collaborate with product and marketing teams to share feedback and improvements.

Qualifications

• Proven experience in customer success or account management.
• Strong presentation and communication skills.
• Ability to explain product capabilities clearly.
• Experience building customer relationships and supporting sales.
• Fluent English with excellent written and verbal communication.
• Customer-focused approach with curiosity and problem-solving skills.
• Comfort learning new software and integrations quickly.
• Attention to visual design and detail.

Responsibilities

• Onboard new customers and guide setup of Mapme projects.
• Deliver tailored product demonstrations to prospective customers.
• Support existing users and resolve questions promptly.
• Identify opportunities for retention and account growth.
• Assist with customer maps projects and data preparation.
• Contribute to customer guides, tutorials, and marketing content.

Skills

Customer success

Account management

Presentation skills

Relationship building

Communication

Problem solving

Technical adaptability

Tools

Intercom

CRM tools

Job description

Mapme helps companies and organizations create engaging, interactive maps without coding. Founded in 2015, our platform serves more than a thousand customers worldwide, including Philips, Toyota, JLL, Hays, and Amnesty International.

About the Role

Help customers turn their ideas into successful interactive maps. As a Customer Success Manager, you will guide new customers, support existing users, and introduce prospective customers to Mapme through tailored product demonstrations.

This hands-on role combines customer success, inbound sales, and practical project support. You will help customers get value from Mapme, build lasting relationships, and identify opportunities for retention and growth.

Customer Onboarding and Success

• Understand each customer’s project, goals, and requirements.
• Guide new customers through setup and help them create high-quality maps using Mapme’s design guidelines and best practices.
• Train customers on relevant features and workflows, helping them become confident, independent users.
• Act as a primary point of contact, helping customers overcome challenges and get more value from the platform.
• Identify opportunities to improve adoption, retain customers, and expand their use of Mapme.

Inbound Sales and Product Demonstrations

• Respond to prospective customer inquiries, primarily through Intercom.
• Understand prospects’ needs and demonstrate how Mapme can support their projects.
• Deliver engaging product demonstrations tailored to relevant use cases.
• Help prospects evaluate the platform and choose the right plan for their needs.
• Follow up on inquiries and demonstrations to help prospects move forward.

Customer Support and Feedback

• Resolve customer questions and issues promptly, escalating technical problems when needed.
• Keep customers informed throughout the resolution process.
• Share customer feedback and recurring challenges with the product and marketing teams.
• Maintain clear, accurate records of customer interactions and sales activity.

Project and Content Support

• Assist with customer map projects, including visual presentation, data preparation, and integrations such as Google Sheets.
• Use design tools to prepare or adapt visual assets for maps.
• Contribute to customer guides, tutorials, and marketing content.

What You Bring

• Proven experience in customer success, account management, or a related customer-facing role.
• Strong presentation skills and the ability to explain product capabilities clearly.
• Experience building customer relationships and supporting sales or account growth.
• Fluent English, with excellent written and verbal communication skills.
• A customer-focused approach, with patience, curiosity, and practical problem-solving skills.
• Technical confidence and the ability to learn new software, mapping tools, and integrations quickly.
• A good eye for visual design and strong attention to detail.
• Strong organizational skills and the ability to manage multiple customer priorities.
• The ability to work independently in a fully remote role and collaborate effectively with a team.
• Confidence using customer communication and CRM tools, spreadsheets, and collaboration platforms such as Intercom, Google Workspace, Slack, and Notion.

Additional Advantages

• An interest in maps and how organizations use them to communicate information.
• Experience with design tools, data imports, or Google Sheets integrations.

Location and Working Hours

This is a fully remote position. You must be available to work regular U.S. business hours, including Pacific Time, to support customers and conduct product demonstrations.

Compensation

The compensation package includes salary, equity, and a bonus.