Enterprise Customer Success Manager

Reporting to the Director of Customer Success, Insurance you will be responsible for managing a portfolio of Nearmap’s largest and most strategic insurance customers. You will serve as a trusted advisor to executive stakeholders, developing deep relationships, driving strategic alignment, and delivering measurable business outcomes that maximize customer value and retention.

You will oversee a smaller, high-impact portfolio of complex enterprise accounts, leading cross-functional engagement to support onboarding, adoption, renewal, and expansion initiatives. With deep knowledge of Nearmap’s solutions, you will partner closely with Sales, Product, and Engineering to align customer needs with product capabilities and identify opportunities for growth.

Customer value realization, strategic alignment, and long-term retention will be your key objectives. You will focus on embedding Nearmap into your customers’ workflows, driving relevant use cases, promoting product advocacy, and providing critical feedback internally to influence the customer experience and product roadmap. As the voice of the customer, you will play a pivotal role in shaping Nearmap’s approach to customer success at scale.

Key Responsibilities

• Own a defined portfolio of strategic insurance enterprise accounts and serve as the primary post-sale relationship lead.
• Build deep executive alignment and foster strong multi-threaded relationships across customer organizations.
• Lead strategic account planning and deliver ongoing value reviews, roadmaps, and renewal/expansion strategies.
• Collaborate with the sales organization to identify, pursue, and close upsell and cross-sell opportunities.
• Serve as a strategic thought partner, aligning Nearmap’s capabilities to customer objectives, value realization, and ROI delivery.

• Provide solutions to issues in creative and effective ways, often in unique customer environments.
• Resolve complex use cases and support enterprise adoption challenges using structured analysis and customer-centric approaches.
• Identify systemic issues and contribute to the development of new policies and scalable processes that improve the customer journey.
• Apply a data-driven mindset to prioritize actions, anticipate risk, and guide decision-making across customer programs.
• Act as the voice of the customer, delivering insights and feedback to influence Nearmap’s roadmap and go-to-market approach.
• Network with key stakeholders across functions, collaborating with Product, Engineering, Marketing, and Sales on behalf of customers.
• Guide internal teams on customer context and engagement strategies; often advising others on complex matters and leading by influence.
• Leverage automation, best practices, and internal tools to scale enterprise support and improve outcomes.
• Champion customer adoption by driving targeted use cases, onboarding, success plans, and enablement paths.
• Deliver strategic business reviews that demonstrate progress against outcomes and long-term objectives.
• Mitigate churn risk by proactively identifying issues and facilitating rapid resolution.
• Develop customer champions and referenceable case studies, helping grow Nearmap’s brand through advocacy.

• 7 years in Customer Success, Enterprise SaaS Account Management, Strategic Consulting, or related roles.
• Demonstrated success managing high-value enterprise accounts with complex technical and business requirements.
• Experience working with senior stakeholders and executives in the insurance or geospatial technology sectors preferred.
• Proven ability to map business processes to product solutions and deliver sustained customer value.

• Exceptional interpersonal and communication skills, with the ability to influence cross-functional teams and executive audiences.
• High-level proficiency in Salesforce, MS Office Suite, and customer success platforms (e.g., Gainsight, Totango).
• Strong program management skills, including the ability to juggle multiple priorities and deliver against strategic targets.
• Ability to adapt style and use persuasion to gain buy-in on complex topics that impact multiple stakeholders.
• Operates with initiative, resilience, and ownership in fast-paced, ambiguous environments.
• Brings a strategic, analytical mindset with the ability to uncover customer insights and act on them effectively.

• Bachelor’s degree required; Master’s degree preferred, or equivalent combination of education and experience.

Why you'll love working at Nearmap:

We move fast and work smart; often wearing multiple hats. We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.

In addition to your annual leave, 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.
• Access to LinkedIn Learning for continuous growth.
• Discounted Health Insurance plans.
• Monthly technology allowance.
• Annual flu vaccinations and skin checks.
• Hybrid flexibility
• A Nearmap subscription (naturally!).

At Nearmap, you can chart your own career path and see where our journey together might take you. With complex and fascinating work to challenge and inspire you, you might be surprised by the opportunities you discover. We've got so much more to share—come and explore with us!

Nearmap does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Nearmap employee, location or address. Nearmap is not responsible for any fees related to unsolicited resumes.