Senior Customer Success Manager

Reporting to the Director of Customer Success, you will be responsible for managing a mid-market and enterprise portfolio of accounts, understanding customer needs, and delivering comprehensive engagement to foster strong relationships and measurable business outcomes. You will serve as a trusted advisor, ensuring high levels of customer satisfaction and loyalty while driving customer retention and growth.

You will oversee a large portfolio, identifying churn risks and growth opportunities at scale, engaging with key customer contacts, managing the customer lifecycle from onboarding to renewal, and collaborating with the sales team to expand accounts. You will develop deep expertise in Nearmap’s products and services, using this knowledge to support and guide customers in maximizing the value of their investment in our solutions.

Key Responsibilities

• Provide proactive customer service and support to drive customer satisfaction.
• Manage subscription renewals for a large portfolio, ensuring a smooth and efficient process.
• Maintain up-to-date account intelligence in Salesforce and leverage customer data to inform engagement strategies.
• Collaborate with the Customer Experience team to develop scalable approaches for managing a large portfolio using customer experience and marketing automation techniques.
• Serve as a trusted advisor to customers, guiding them through onboarding, product adoption, retention, and growth initiatives to optimize customer lifetime value.
• Identify churn risks and implement proactive measures to address them, ensuring high levels of retention.
• Collaborate cross-functionally to resolve customer issues and support growth opportunities.
• Partner with Sales teams to identify and develop upsell opportunities.
• Actively nurture customer advocacy, encouraging customers to promote Nearmap both internally and externally.

• 5+ years of experience in customer success, consulting, or technical pre-sales in a SaaS or high-tech company.
• Proven ability to map customer business processes to product capabilities.
• Demonstrated success in developing and executing customer-centric strategies to maximize value from technology solutions.
• Experience managing multiple account engagements and handling escalations in collaboration with Sales and Support teams.

Attributes:

• Strong interpersonal and communication skills, with the ability to engage and build relationships with executive stakeholders.
• Excellent negotiation and decision-making skills, with a data-driven approach to prioritization.
• Ability to identify and act on growth opportunities.
• Proficiency in Salesforce and Microsoft Office tools.
• Exceptional program management skills, combining creative problem-solving, business acumen, and analytical aptitude.
• Ability to work independently, take initiative, and thrive in a fast-paced environment.
• Cultural awareness and appreciation for diversity in professional settings

Ready to make a significant impact in customer success? Apply now and join us in driving excellence in customer engagement and retention!

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
• A Nearmap subscription of course!

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

With 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.