Customer Success Manager

About 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.

Role Location: Fully remote within the continental United States.

Reporting to the Senior Director, Customer Success Commercial and Government, you will be responsible for managing a mid-market and enterprise portfolio of accounts within our commercial vertical. You will serve as a trusted advisor, ensuring high levels of customer satisfaction and loyalty while driving customer retention and growth. Your primary focus will be on customer engagement, retention, and success—delivering comprehensive engagement to foster strong relationships and measurable business outcomes.

Key Responsibilities

• Manage a large portfolio of accounts, overseeing the complete customer lifecycle from onboarding to renewal while identifying churn risks and growth opportunities at scale

• Own and close renewals for your book of business, consistently delivering on retention and net revenue targets with strong negotiation skills to secure multi-year, on-time renewals

• Provide proactive customer service and support, serving as a trusted advisor to guide customers through 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 across your portfolio

• Drive relevant use cases and promote active product usage, empowering customers to become strong advocates for Nearmap

• Maintain up-to-date account intelligence in Salesforce and leverage customer data to inform engagement strategies and personalized outreach

• Collaborate with Sales teams to identify, develop, and nurture upsell opportunities and align on renewal strategy

• Partner with the Customer Experience team to develop scalable approaches for managing a large portfolio using customer experience and marketing automation techniques

• Collaborate cross-functionally to resolve customer issues and support growth opportunities

• Act as the voice of the customer, providing valuable feedback and insights to internal teams to improve our offerings and customer experiences

• Analyze diverse and moderately complex challenges to develop creative solutions within established guidelines, adapting processes and methods to address unique customer needs and business goals

Required Qualifications

• 5+ years of experience in customer success, consulting, or technical pre-sales in a SaaS or high-tech company

• Bachelor's degree

• Proficiency in Salesforce and Microsoft Office tools

• Proven ability to map customer business processes to product capabilities

• Demonstrated success 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

• 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

• 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