Senior Customer Success Manager

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

Exciting Opportunity - Drive Customer Success

Are you passionate about customer engagement and retention? Join us as an
Senior Customer Success Manager
for our
Government
squad
and play a pivotal role in supporting our strategic portfolio of Mid Market and Enterprise customers. Reporting to the Director Customer Success ANZ, you'll collaborate closely with an Account Manager to ensure the highest level of customer engagement, satisfaction, and loyalty.

Key Responsibilities:

Customer Engagement and Advocacy:

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

Customer Relationship Management:

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

Retention and Upselling:

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

Data Analysis and Reporting:

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

Qualifications

Qualifications:

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

Attributes:

• Passionate about customer success and advocacy.
• Results-oriented with a focus on achieving targets and delivering value to customers.
• Collaborative team player with the ability to work cross-functionally to drive customer success.
• Adaptable and proactive, with the ability to thrive in a fast-paced environment.

Ready to make a significant impact in customer success? Apply now and join us in driving excellence in customer engagement and retention

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.