Scaled Customer Success Manager

Join the future of Customer Success — as a Scaled CSM, you’ll drive impact across thousands of customers through data, automation, and digital strategy.

Empower Customers at Scale. Drive Adoption. Build Success. 🌟

We’re looking for a data-driven, digitally savvy Scaled Customer Success Manager to help us support and grow our digital-first customer segment. This is a high-impact role focused on delivering adoption, retention, and expansion at scale—using automation, data insights, and timely human engagement.

You’ll work cross-functionally with teams across Customer Success, Support, Sales, and Marketing to design and execute scalable customer success programs that deliver real value. If you’re passionate about making customers successful in a smart, data-informed, and tech-enabled way—this role is for you.

What You’ll Be Doing

Onboarding & Enablement

• Monitor and respond to automation-driven emails, in-app onboarding questions, and survey responses (NPS, CSAT).
• Host weekly office hours and ensure relevant attendance and engagement.
• Partner with Product Marketing to refine onboarding journeys and human-touch messaging.
• Develop and lead monthly enablement webinars tied to use cases and feature adoption.
• Analyse 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.

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 250MB to 500MB).
• Partner with Product Marketing to create “value sell” content and campaigns that drive cross-sell and upsell motions.

Adoption & Engagement

• Develop and lead monthly enablement webinars tied to use cases and feature adoption
• Analyse low-adoption accounts and design enablement playbooks to improve usage..

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 250MB to 500MB).
• Partner with Product Marketing to create “value sell” content and campaigns that drive cross-sell and upsell motions.
• Create and iterate on scalable resources (e.g., videos, articles, email sequences) to accelerate adoption.

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.

Customer Support Partnership

• Serve as a liaison for support-requested quotes, enablement, and training.
• Manage support escalations related to pricing objections, feature gaps, or technical challenges.
• Track and resolve at-risk situations flagged by Support, ensuring alignment with renewal and success strategies.

What You’ll Bring

• 1–3 years’ experience in Customer Success, Account Management, or SaaS support
• Experience working with a large, digitally managed customer base
• Strong analytical skills and hands-on experience with CS platforms (Gainsight, Looker, Salesforce)
• Excellent communication skills and customer-first mindset
• Passion for automation, scalable programs, and delivering outcomes at volume

Bonus Points For: 🌟🌟🌟

• Gainsight certification or experience with scaled CS models
• Experience running webinars, workshops, or digital enablement programs
• Lifecycle automation or customer journey mapping experience

Ready to Scale Customer Success with Us?
Apply now and help shape the future of how we deliver customer value—digitally, intelligently, and at scale.

Why you'll love working at Nearmap:

We’re a SaaS company, with proprietary hardware and software that’s continuously advancing through our commitment to innovation. The sky’s the limit when it comes to what we can and plan to do for our customers. Our imagery is just the starting point. Our impact comes from our people, applying complex analysis, interpretation and artificial intelligence that opens up all sorts of possibilities for our customers.

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.

• Quarterly YOU Days: four additional days off per year for anything YOU
• Paid Volunteer Days: two and a half days per year
• Nearmap Days: additional days off after every two years of service
• Generous parental leave policies for growing families
• Annual flu vaccinations, Skin Checks & Full Medical Checks
• Access to Private Health Insurance corporate discounts
• Tech & Wellbeing allowance
• Real Hybrid flexibility (Absolutely no set days in the office!)
• Catered in office lunches
• Quarterly Parties hosted by Nearmap at amazing venues
• LinkedIn Learning License: access to unlimited courses
• A Nearmap subscription of course!

With us, you can map your career, and see where our journey might take you.

There is so much complex and interesting work to be challenged and inspired by, you might be surprised by the pathways you find & we’ve got so much more to share with you. Apply with us today!