Customer Success Manager, Commercial

Company Description

Nearmap is unique. A global technology company with incredible people; a market-leader with energy and spirit. Nearmap was named as one of the world’s 10 Most Innovative Companies of 2020 by Fast Company magazine - and we’re growing.

If you join us on this exciting journey, you’ll love our inclusive values and share our ambition to become the source of truth that helps shape decisions for the liveable world.

**What we do**
We provide easy, instant access to high-resolution aerial imagery, city-scale 3D content, AI datasets and integrated geospatial tools, with wide-scale coverage across the USA, Canada, Australia and New Zealand. At the core of it, we’re a location content company, a visual analytics company, and a software as a service company. Innovation is weaved into our DNA.

**Job Description**:
Nearmap’s Commercial CSM is accountable for customer retention through the annual renewal process, proactive client management, forecast accuracy, and driving growth with customers in collaboration with internal teams. Nearmap is committed to delighting our customers at every interaction. You will be a powerful advocate that ensures a high level of customer satisfaction and loyalty while driving quantifiable business results.
- Retaining and growing customer accounts, including increased commitment in Nearmap products.
- Developing and leveraging customer relationships to improve customer retention.
- Managing the customer lifecycle, including onboarding, adoption and the renewal process, and negotiating multi-variable contracts.
- Increasing customer retention by conducting regular check-in calls for tactical items and performing quarterly health checks for strategic reviews.
- Partnering with sales team to identify areas for growth within accounts as part of the customer lifecycle and develop strategic account plans.
- Tracking accounts to identify low adoption or churn risks, escalating where appropriate, and working proactively to eliminate retention risk.
- Monitoring, analysing and interpreting trends in customer consumption at every stage of the customer journey and reporting back to business.
- Principal point of contact for key customers and leverage the internal organisation to meet the needs of your customers.

**Qualifications**:

- Experience managing customer retention lifecycle and contract renewals.
- Knowledge working with B2B audiences, preferably with a technology company.
- 3+ years’ experience in a customer success or account management role in a high-tech company or SaaS environment.
- Experience with escalation management working with Sales and Support.
- Excellent interpersonal skills with the ability to articulate verbally and in written form with customers and internal stakeholders.
- Strong communication and negotiation skills.
- Track record of closing deals at all levels and reaching KPIs.
- Ideally an understanding of subscription model.
- Ability to prioritise effectively and conduct data-driven decision making.
- Salesforce competence and Microsoft office skills
- Strong commercial acumen, proven ability to build and maintain relationships
- Ability to work in a fast paced, highly dynamic environment.

Additional Information
**Some of our benefits**
Nearmap takes a holistic approach to our employees’ emotional, physical and financial wellness. Our current benefits include access to the Nearmap employee share scheme, short and long-term financial incentives, flexible working options, paid volunteer days, gym and phone rebates, and lots of development opportunities including hack-a-thons and pitch-fests.

**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.

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

Watch our culture video below to find out more about what a day in the life at Nearmap looks like.