Digital Customer Success Manager (CSM)

About the Role

We are looking for a data-driven, customer-obsessed Digital Customer Success Manager (CSM) to support and grow our digital-first customer segment. This role is focused on driving adoption, retention, expansion, and satisfaction for our scaled customer base by leveraging automation, usage data, and human-touch interventions at key moments in the customer journey. You’ll work cross-functionally with Customer Experience, Support, Sales, and Marketing to identify gaps, design scalable solutions, and execute programs that drive customer success at scale. 

Key Responsibilities

Renewal Management  

• Ensure on-time renewals and accurate renewal forecasting across assigned accounts 
• Renewal quote creation, negotiations, and churn mitigation 

Adoption & Engagement 

• Develop and lead monthly enablement webinars tied to use cases and feature adoption. 
• Host weekly office hours and ensure relevant attendance and engagement. 
• Analyze low-adoption accounts and design enablement playbooks to improve usage. 
• Create and iterate on scalable resources (e.g., videos, articles, email sequences) to accelerate adoption. 

Onboarding & Enablement 

• Monitor and respond to automation-driven emails, in-app onboarding questions, and survey responses (NPS, CSAT). 
• Partner with Customer Enablement to refine onboarding journeys and human-touch messaging. 

Expansion & Growth 

• Monitor product usage to identify high-potential upsell opportunities and coordinate with account owners. 
• Surface expansion opportunities from product overages and usage patterns (e.g., upgrade plans from 500MB to 2GB). 
• Partner with Product Marketing to create “value sell” content and campaigns that drive cross-sell and upsell motions. 

Churn & Risk Mitigation 

• Proactively identify and engage with at-risk customers via personalized outreach and playbooks. 
• Flag and manage subscriptions not on auto-renew, engaging at least 60 days before renewal. 
• Update customer health scores manually when risk indicators are present outside of automated tracking. 

Compliance with Nearmap values, policies and standards, and ensure compliance with all local statutory requirements. 

• Complies with responsibilities of working for a private company. 
• Complies with all local legislative requirements. 
• Adheres to company guidelines and the corporate Code of Conduct. 
• Where appropriate keeps up to date with legislative requirements. 
• Acts in an ethical way when dealing with company assets and other people. 

Key Requirements

Goals & Success Metrics

• Adoption: Drive increase in monthly active users  
• Churn: Maintain an annual gross recurring revenue of 99%  
• Expansion: Generate and assist in closing upsell opportunities from usage insights. 
• Engagement: host weekly office hours, run recurring webinars  
• Retention & Health: Respond to 100% of detractor NPS and low CSAT within SLA; maintain or improve NRR and NPS scores  

Tools & Collaboration

• Gainsight & Salesforce: Leverage workflows, reports, and health scoring to manage digital success motions. 
• Looker & Internal Dashboards: Use data insights to identify trends, opportunities, and risk factors. 
• Collaborate with: 
• Data & Operations for reporting and automation. 
• Customer Marketing for webinars, office hours, enablement resources, email campaigns. 
• Support & Customer Success Managers for customer escalations and retention strategy. 

Experience

• 2-3 years experience in Customer Success, Account Management, or SaaS Support roles. 
• Experience managing a high-volume book of business or working in a scaled/digital CS function. 
• Strong analytical skills and experience using CS tools like Gainsight, Looker, Salesforce. 
• Excellent written and verbal communication. 
• Passion for customer success and operational efficiency. 

Preferred

• Gainsight certification or familiarity with digital success models. 
• Experience running webinars or workshops. 
• Experience with customer lifecycle automation or programmatic engagement strategies. 

Why you'll love working at Nearmap:

We move fast and work smart; often wearing multiple hats. We adapted to remote working with ease and are continually looking at ways to improve. We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.

Nearmap offers:

• In addition to flexible time off, Nearmap offers 4 extra "YOU" days off each year - take a break, no questions asked!
• Company-sponsored volunteering days to give back.
• Generous parental leave policies for growing families.
• Work from Overseas Policy - explore the world in the approved list of cities while you work!
• Discounted Private Health Insurance plans.
• Monthly wellbeing and technology allowance.
• A Nearmap subscription (naturally!).

Learn More About The Work We Do:

YouTube Page

LinkedIn Page

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