Senior Customer Success Manager, Government ID-19703
The sky's not the limit 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.
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Job Description
Reporting to the Manager 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.
Customer engagement, retention, and success will be your main objectives. You will focus on driving relevant use cases, promoting active product usage, and empowering customers to become strong advocates for Nearmap. Acting as the voice of the customer, you will also provide valuable feedback and insights to internal teams to improve our offerings and customer experiences.
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.
- Analyze diverse and moderately complex challenges to develop creative solutions within established guidelines.
- Adapt processes and methods to address unique customer needs and business goals.
- Leverage sophisticated analytical and problem-solving techniques to assess a variety of factors and determine the best course of action.
- Adhere to company guidelines and the corporate Code of Conduct
- Act in an ethical way when dealing with company assets and other people
Qualifications
- 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.
- 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.
- Bachelor’s degree required
Additional Information
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.
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!
