Customer Success Manager

Job Description

Reporting to the Senior Director of Customer Success, you will be responsible for delighting our local government customers by understanding their needs and delivering the right engagement at the right time. You will be a powerful advocate ensuring high levels of customer satisfaction and loyalty whilst driving quantifiable business results through customer retention and growth.

At Nearmap, we believe that uncertainty creates opportunities and that collaboration is central to everything we do. We encourage our teams to empower customers to achieve more through our technology and innovation.

Key Responsibilities:

• Manage the End-to-End Renewal Cycle – Own a large local government portfolio by proactively managing renewal timelines, identifying and mitigating churn risk early, and driving on-time renewals to meet retention and revenue targets.
• Drive Customer Success at Scale – Develop deep expertise in Nearmap products and services from both technical and local government perspectives. Lead initial onboarding, product adoption, retention, and growth initiatives to maximise customer investment and optimise customer lifetime value.
• Build and Maintain Customer Relationships – Serve as a trusted advisor to local government customers, ensuring high satisfaction levels across accounts. Establish strong relationships with business decision makers and nurture customers for advocacy and promotion.
• Identify Growth and Risk Opportunities – Proactively identify churn risks and growth opportunities within the portfolio. Identify and develop upsell opportunities, partnering with appropriate teams to progress deals.
• Provide Cross-Functional Support – Deliver customer service and support both individually and in team settings. Collaborate cross-functionally with Sales, Support, and the Customer Experience team to solve customer issues and find scalable, programmatic approaches to managing the large portfolio.
• Maintain Account Intelligence – Keep critical account information up-to-date in Salesforce. Close the feedback loop with customers based on surveys and provide insights on how Nearmap can better serve the local government sector.

Qualifications

Required Qualifications

• 4+ years of experience in Customer Success, Consulting, or technical pre-sales in a high-tech or SaaS company
• Proven experience working with B2B audiences, preferably in a technology company
• Demonstrated ability to map customer business processes to product capabilities
• Strong organizational and time management skills with the ability to manage multiple account engagements simultaneously
• Excellent interpersonal and communication skills, both verbal and written
• Proficiency with Salesforce and Microsoft Office
• Ability to work autonomously, take initiative, and prioritize effectively using data-driven decision making
• Strong executive engagement skills with the ability to establish trusted advisor relationships with business decision makers

Preferred Qualifications

• Experience in the Government or Public Sector industry
• Understanding of SaaS customer engagement, public sector pricing, and contract frameworks
• Proven track record developing and executing customer-centric strategies to maximize customer value from technology solutions
• Experience managing escalations while collaborating with Sales and Support teams
• Strong commercial acumen and relationship-building capabilities
• Excellent program management skills combining creative problem solving, business acumen, and analytical aptitude
• Cultural awareness and appreciation for diversity

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.

Nearmap offers:

• In addition to flexible time off, Nearmap offers 4 extra "YOU" days off each year - take a break, no questions asked
• Generous parental leave policies for growing families.
• Work from Overseas Policy - explore the world in the approved list of cities while you work!
• Discounted Private Health Insurance plans
• A Nearmap subscription (naturally!).

Learn More About The Work We Do:

YouTube Page

LinkedIn Page

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.

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.
• Work from Overseas Policy - explore the world in the approved list of cities while you work!
• Discounted Private Health Insurance plans.
• A Nearmap subscription (naturally!).

Learn More About The Work We Do:

YouTube Page

LinkedIn Page

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.