Customer Success Manager

About the position

Reporting to the CSM Manager, 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.

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.
• Comply with responsibilities of working for a private equity.
• Comply with all local legislative requirements.
• Adhere to company guidelines and the corporate Code of Conduct.
• Where appropriate, keep up to date with legislative requirements.
• Act in an ethical way when dealing with company assets and other people.

Requirements

• 3+ 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.

Benefits

• Access to the Nearmap employee share scheme.
• Short and long-term financial incentives.
• Flexible working options.
• Paid volunteer days.
• Gym and phone rebates.
• Development opportunities including hack-a-thons and pitch-fests.