Customer Success Lead

Mapbox is the leading real-time location platform for a new generation of location-aware businesses. Mapbox is the only platform that equips organizations with the full set of tools to power the navigation of people, packages, and vehicles everywhere. More than 3.9 million registered developers have chosen Mapbox because of the platform’s flexibility, security, and privacy compliance. Organizations use Mapbox applications, data, SDKs, and APIs to create customized and immersive experiences that delight their customers.

What You'll Do

Mapbox has a long tail of smaller customers who are a critical part of our platform and community. As we seek to expand the services we provide to our customers, we are staffing up a Customer Success Organization focused on managing the “tech touch” for our smaller (but still mighty!) customers. This team is tasked with driving a 1:many engagement model across this user base that will leverage analytics and technology tools to manage customer engagement with this important cohort. Ultimately, we want to ensure that our customers are successfully using our services and to do so at scale will require an approach that leverages automation across our millions of accounts. We are seeking experienced Customer Success Managers that have worked in fast-paced, high growth technology startups helping to curate an excellent customer experience that results in meaningful service adoption and revenue growth.

What We Believe are Important Traits for This Role

• Analytical Acumen: Exhibit a refined analytical mindset, adept at transforming data into strategic insights that propel client success and innovation.
• Proficiency with CSM Tools: Demonstrate mastery in utilizing leading Customer Success Management tools as well as the understanding of best practices they represent, turn data analytics into actionable strategies.
• Extensive CSM Experience: Bring forth a proven track record with 3-5+ years of experience in orchestrating Customer Success Management for both 1:thousands and 1:millions engagements, showcasing your ability to leave a lasting impact on diverse client scales.
• Client-Centric Philosophy: Embrace a customer-centric approach as an integral part of your professional ethos, ensuring that every client interaction reflects a commitment to understanding and meeting their unique needs.
• Strategic Growth Leadership: Showcase your prowess as a growth alchemist, contributing to top-line growth and fostering product adoption through strategic initiatives that elevate client satisfaction and success.
• Campaign Strategy Expertise: Leverage your experience in designing and executing targeted campaigns aimed at expanding customer usage, demonstrating an artful approach to driving engagement and fostering client relationships.
• Product-Led Growth Leadership: You have been exposed to PLG and likely come from a company that has deployed this successfully.

If you are prepared to contribute your analytical finesse, tool mastery, and strategic leadership to our dynamic team, we invite you to embark on a professional journey that shapes the future of Customer Success with us.

What We Value

In addition to our core values, which are not unique to this position and are necessary for Mapbox leaders:

• We value high-performing creative individuals who dig into problems and opportunities.
• We believe in individuals being their whole selves at work. We commit to this through supportive health care, parental leave, flexibility for the things that come up in life, and innovating on how we think about supporting our people.
• We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company.
• We strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply.

Our annual base compensation for this role ranges from $77,775 - $120,000 for most US locations and 5% to 10% higher for US locations with a higher cost of labor. Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. Please discuss your specific work location with your recruiter for more information.

Mapbox is an EEO Employer - Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity