Customer Success Manager

Company Description

The sky's not the limit at Nearmap.

Nearmap is the Australian-founded, global tech pioneer innovating the location intelligence game. Customers rely on Nearmap for consistent, reliable, high-resolution imagery, insights, and answers to create meaningful change in the world and propel industries forward. Harnessing its own patented camera systems, imagery capture, AI, geospatial tools, and advanced SaaS platforms, Nearmap stands as the definitive source of truth that shapes the liveable world.

Job Description

Responsibilities:

Manage a large portfolio of customer accounts, serving as a trusted advocate to ensure high levels of customer satisfaction, loyalty, and retention

Proactively identify churn risks and growth opportunities through regular account analysis and customer engagement

Support customers in maximising the value of their Nearmap investments through targeted guidance, training, and best practice recommendations

Execute smooth renewal processes and drive expansion opportunities to increase customer lifetime value

Provide timely, targeted engagement tailored to each customer's unique needs and business objectives

Conduct territory and account planning to develop and execute strategies that drive customer engagement and retention

Analyse customer data and metrics to derive actionable insights and inform strategic account decisions

Act as the voice of the customer by gathering feedback and providing valuable insights to internal teams to support product and service improvements

Collaborate cross-functionally with Sales, Product, and Support teams to ensure seamless customer experiences and successful outcomes

Operate autonomously on day-to-day account management tasks whilst escalating complex challenges appropriately

Apply sound judgment to analyse moderately complex challenges and determine appropriate solutions within established guidelines

Use data-driven approaches to investigate issues and contribute to resolution efforts that support customer retention and success

Adhere to company guidelines and the corporate Code of Conduct, acting ethically when dealing with company assets and other people

Qualifications

Required Qualifications:

Bachelor's degree.

4+ 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 managing customer engagement strategies that drive retention and growth.

Excellent interpersonal and communication skills, with the ability to engage executive stakeholders effectively.

Strong negotiation and decision-making skills with a data-driven approach to prioritization.

Ability to build and maintain trusted relationships with customers and internal teams.

Experience handling escalations and collaborating with Sales and Support teams.

Proficiency in Salesforce and Microsoft Office.

Preferred Qualifications:

Commercial acumen and ability to identify and act on growth opportunities.

Exceptional program management skills combining creative problem-solving, analytical thinking, and business acumen.

Cultural awareness and appreciation for diversity in professional environments.

Additional Information

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.

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.