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Customer Success Manager

2 weeks ago

Council of the City of Sydney, Australia Nearmap Full time

Company Overview


Nearmap is a leading provider of location intelligence solutions. Our mission is to empower customers with accurate, reliable, and high-resolution imagery, insights, and answers to drive meaningful change.


Job Description


As a Customer Success Manager, you will play a pivotal role in supporting our strategic portfolio of Mid Market and Enterprise customers. Your primary objective will be to ensure the highest level of customer engagement, satisfaction, and loyalty.


Key Responsibilities:



  2. Act as the primary owner of renewals, working closely with Account Managers to achieve 98% retention or above per quarter and per annum.
  3. Drive customer success through onboarding, product adoption, and growth initiatives to maximise customer value and investment.
  4. Conduct consistent face-to-face and virtual meetings with key customers throughout the subscription period to ensure continuous engagement.


Customer Relationship Management:



  2. Develop and maintain relationships with key customer contacts, including C-suite executives, to identify churn risks, downgrade risks, and upsell opportunities.
  3. Promote client satisfaction and loyalty by understanding unique business needs, delivering value, and exceeding expectations.


Retention and Upselling:



  2. Retain and upsell customer accounts by driving product adoption, value, and engagement based on a deep understanding of customer use cases.
  3. Identify upsell opportunities within accounts and partner with Account Managers to progress.


Data Analysis and Reporting:



  2. Monitor, analyse, and interpret trends in customer consumption at every stage of the customer journey, deriving action plans to optimise customer success.
  3. Lead conflict resolution affecting customers by coordinating across internal and external partners to ensure the best possible customer experience.


Qualifications:



  2. 5+ years of experience in a customer-facing role, preferably in a SaaS or technology company.
  3. Proven track record of driving customer success and achieving retention targets.
  4. Excellent communication and relationship-building skills, with the ability to engage with customers at all levels.
  5. Strong analytical skills, with the ability to interpret data and derive actionable insights.
  6. Experience in territory and account planning, including executing plans to drive customer engagement and retention.
  7. Managed 200+ accounts, demonstrating strong prioritisation skills by distinguishing between high-touch, high-potential clients and low-touch, self-renewal clients.


Benefits:


We offer a comprehensive benefits package, including Quarterly YOU Days, Paid Volunteer Days, Nearmap Days, Generous Parental Leave Policies, Annual Flu Vaccinations, Skin Checks & Full Medical Checks, Access to Private Health Insurance corporate discounts, Tech & Wellbeing allowance, Real Hybrid flexibility, Catered in-office lunches, Quarterly Parties hosted by Nearmap at amazing venues, and LinkedIn Learning License: access to unlimited courses.