Location: Helsinki

Join Maptionnaire to make cities better places to live!

Key points about the role at a glance

✅ Earn a base salary of €3500–4500, plus bonuses for upselling opportunities.

✅ You'll play a vital role in reducing customer churn, improving customer success, and strengthening our position as a top SaaS solution for community engagement.

✅ Work from our lively Helsinki office with the opportunity to enjoy a balanced hybrid model for added flexibility.

✅ Work closely with our international clients, with a primary focus on American consulting firms specializing in urban planning, using fluent English to ensure smooth collaboration.

✅ Step into a growing company with exciting prospects! Influence processes and our customer success function early-on, and pursue career advancement in a tight-knit and supportive team.

✅ Hands-on team with heart. 😊 Work alongside inspiring founders and a small, energetic Customer Success team. But heads up – this isn’t for you if you're not ready to roll up your sleeves, tackle problems creatively, and take proactive ownership!

Why Maptionnaire is your next career move?

Are you ready for a role where your work genuinely makes a difference? Maybe you’re at a medium-sized company where growth feels stagnant, or you’re in consulting and eager to focus on one product’s success. If so, this Customer Success Manager role could be your perfect next step!

At Maptionnaire, we’re on a mission to help cities engage with their communities – and we need your expertise to help our customers thrive. This role is essential to reducing churn, strengthening partnerships, and driving our ambitious growth goals, including a 92% renewal rate by 2025. You’ll be the go-to person for ensuring customers maximize our platform and stay with us to achieve even bigger results.

This is your chance to join a globally fast-growing, energetic company where you can own your work, solve problems creatively, and see the impact you’re making every day.

If that sounds like you, keep reading!

Role details

What you’ll be doing

As a Customer Success Manager at Maptionnaire, your role is all about ensuring our customers achieve their goals using our platform. You’ll take charge of customer onboarding and proactively identifying opportunities for upselling.

Our customers include forward-thinking consultancies, smart cities, determined urban planners and innovative researchers. These organizations are involved in urban planning and community engagement, aiming to improve public participation practices and create more livable and lovable cities. Maptionnaire provides them with a digital platform to gather geospatial data and citizen feedback, enabling inclusive urban development.

Your work will focus on building strong, lasting partnerships with our customers – helping them get the most out of our platform while contributing to our ambitious growth targets. This means actively identifying upsell opportunities, initiating meaningful conversations with customers about how they can expand their use of the platform, and collaborating closely with the sales team to turn these opportunities into impactful results. Your efforts will play a key role in not only enhancing customer success but also in shaping the growth trajectory of our business.

A day in the life

Start your day by connecting with customers, exploring their needs, and identifying new opportunities to support them. You might kick off a virtual onboarding session for a new customer, guiding them through their first steps with our platform. Later, you'll review a customer’s recent project, offering practical tips to improve their mapping efforts or strategies to meet their goals. By the afternoon, you’ll join a product meeting, sharing insights from customer feedback to help shape future developments. Before wrapping up, you’ll collaborate closely with the sales team to brainstorm ideas for new projects or opportunities with existing customers. Each day is different, proactive, and centered around fostering strong customer relationships and ensuring their success.

Who you’ll work with

You’ll be part of our small but dedicated Customer Success team, working closely with Asta, your teammate and our Customer Support Lead, and Anna, our Co-founder who shares some CS responsibilities. You’ll work closely together with the sales team to spot and pursue upsell opportunities, and with the product team to advocate for customer-driven improvements. We believe in open communication and teamwork to achieve our goals.

Our clients are primarily based in the US and Europe, with additional clients in Australia and New Zealand. To give them the best support during their working hours, our Customer Success team typically works 2–3 evenings per week (Finnish time).

Your goals and performance metrics

Your performance will align with clear and meaningful targets. Within the first 6 months, we’ll expect you to identify upsell opportunities and bring them to the sales team. By supporting our onboarding process, you’ll help ensure all new customers publish their first survey on our platform within 30 days. The overarching goal is to reduce churn and hit a renewal rate goal for 2025 while maintaining high customer satisfaction, as reflected in metrics like NPS scores.

Who is this role perfect for?

We believe this role is perfect for someone with sharp problem-solving skills and a passion for developing creative ideas to tackle various situations. Our customers are fantastic individuals who genuinely love our product. By understanding their daily lives, business and goals, you’ll have the opportunity to propose thoughtful, innovative solutions tailored to their unique needs. And in our still small team, every team member truly matters.

About Maptionnaire

At Maptionnaire, we believe cities should be built for the people who live in them. That’s why our mission is to empower communities and local governments to collaborate and create better places to live. Founded in 2011 as a spin-off from Aalto University, we’ve grown into a trusted partner for hundreds of organizations globally, helping them engage with their communities through innovative digital tools.

We’re proud to be in strong financial health, with steady growth and a clear path forward. With an ARR of over €1M, Maptionnaire is on an upward trajectory, and we’re gearing up for significant expansion in both our customer base and product offerings. Our vision for the future is ambitious but achievable: becoming the leading platform for community engagement, while tripling our revenue by 2026.

What truly sets us apart is our culture. We’re a close-knit team of curious, driven experts who value openness and inclusivity. While we work hard to achieve our goals, we also know how to have fun – whether it’s sharing quirky hobbies, collaborating on creative projects, or connecting over coffee breaks.

Joining Maptionnaire means becoming part of a team that genuinely cares about making a difference. If you’re looking for a workplace where your ideas are valued, your growth is supported, and your contributions are celebrated, you’ve found the right place. Help us shape the future of community engagement, one city at a time!

Benefits and practical information

• Competitive salary and bonuses: You’ll earn a base salary of €3500–4500 per month, with the added bonus from each upsell deal you help make happen.

• Flexible work arrangements: The role offers flexibility to suit your lifestyle. You can work from our office, or in a hybrid model – whatever helps you do your best work.

• Perks that matter: We care about your well-being and work-life balance. Enjoy comprehensive health insurance, lunch benefits and team activities to stay connected.

• Tools and equipment: To support your success, we’ll provide all the tools you need, including a high-quality laptop and any additional software or tech essential for your role.

• At Maptionnaire, we’re committed to creating a supportive, adaptable, and rewarding environment that lets you thrive in your role while enjoying the perks of being part of a fun and ambitious team!
  

How to apply

Are you the right fit?

To become our next Customer Success Manager, we’re looking for someone with the following qualifications and skills:

1. Proven experience in a Customer Success role, with a strong track record of managing customer relationships, building long-term partnerships, and working with international clients – especially native English speakers in the US.

2. Motivation and enthusiasm for upselling – energized by spotting opportunities and working closely with the sales team.

3. Excellent written and verbal communication skills to collaborate effectively with both clients and internal teams across different time zones and cultural contexts.

4. A passion for customer satisfaction and a focus on fostering their success.

5. The ability to understand a client’s business model and how our platform can help them achieve their goals.

If this sounds like something you’re looking for, we’re looking forward to hearing from you. Don’t hesitate to contact us and learn more about joining our team. If you don’t have any further questions at this point, apply by April 27, 2025 by leaving your application through this page.

If you’re thinking of applying – we encourage you to do so sooner rather than later, as we will start going through the applications as they come in, and we’re looking to fill this role as soon as we find a mutual fit.

What to expect after sending in your application?

• Our recruiter Linda will be your first point of contact, and will keep you up to date on the process. Should you have any questions, feel free to reach out to Linda at linda@talentbee.io.

• You’ll first have an intro video call with Linda.

• After that, you’ll get to meet our COO Anna Broberg and CEO Maarit Kahila, first remotely and then at our office.

• We’ll include a role-related case task to help you become more familiar with what the job is like in practice.

• Team meeting: You’ll meet some of your potential new colleagues from Maptionnaire’s CS and Sales teams!

• Finally, after the discussions, we’ll make you a job offer.

• We hope that as our new Customer Success Manager, you can start working with us as soon as possible, ideally already in spring 2025.

• Welcome to Maptionnaire – we are looking forward to working with you!