Customer Success Manager - Tech / SaaS

The sky's not the limit at Nearmap.  

Property intelligence is reshaping how the world understands the built environment, and Nearmap is driving that. We put powerful aerial imagery, AI-driven analytics, and geospatial tools into the hands of the people who plan, build, insure, and govern the places we all live and work. Our technology turns property uncertainty into decisive action, and our culture brings out the best in the people who build it.  
 
We move fast, we care about craft, and we're proud of what we're building. If you're energized by turning hard problems into real-world impact, we'd love to meet you. 

 
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! 

Ways of working 

This role is based in our Sydney, Australia office, hybrid, with two anchor days in the office each week.  

Some of our benefits 

Nearmap takes a holistic approach to our employees' emotional, physical, and financial wellness. Some of our current benefits include: 

• Quarterly wellbeing day off, four additional days off annually for your 'YOU' Days 

• Wellbeing and technology allowance 

• Annual flu vaccinations 

• Hybrid flexibility for this role 

• Nearmap subscription (of course!) 

• Stocked kitchen with access to all the snacks you need 

• In-office lunch every Tuesday and Thursday at our Sydney CBD office 

• Showers available for anyone cycling to work or lunchtime gym-goers! 

Working at Nearmap 

We move fast, we care about craft, and we're proud of what we're building. If you're energised by turning strategy into pipeline and building real relationships with sales, we'd love to meet you. 

If you can see yourself working at Nearmap and feel you have the right level of experience, we invite you to get in touch. 

Thanks, but we got this! Nearmap does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Nearmap employee, location, or address. Nearmap is not responsible for any fees related to unsolicited resumes.