Customer Success Manager, Insurance

Nearmap is a global tech pioneer innovating the location intelligence game. As a key member of the Customer Success team, you'll manage a portfolio of insurance-sector customers, driving customer satisfaction and growth through proactive engagement and strategic initiatives.

Responsibilities:

• Manage subscription renewals for the portfolio of Insurance customers, ensuring a smooth and efficient process
• Maintain up-to-date account intelligence in Salesforce and use customer data to drive engagement strategies
• Collaborate with internal teams to design scalable, programmatic approaches to managing a large portfolio of accounts using customer experience and marketing automation techniques
• Serve as a trusted advisor to customers, driving onboarding, product adoption, retention, and growth initiatives to optimize customer lifetime value
• Identify churn risks, implement proactive measures to address them, and drive customer satisfaction
• Collaborate cross-functionally to resolve customer issues, ensuring retention and fostering growth opportunities
• Develop and progress upsell opportunities in partnership with Sales teams
• Actively nurture advocacy among customers to promote Nearmap solutions internally and externally
• Apply sound judgment to analyze moderately complex challenges and determine appropriate solutions within established guidelines
• Adapt processes and methods when necessary to meet the unique needs of customers or business objectives
• Use learned techniques and data-driven approaches to investigate issues and contribute to resolution efforts that support customer retention and success
• Adhere to company guidelines and the corporate Code of Conduct
• Act in an ethical way when dealing with company assets and other people

Requirements:

• 2+ years of experience in customer success, consulting, or technical pre-sales in a SaaS or high-tech company
• Proven ability to map customer business processes to product capabilities
• Demonstrated success in 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
• Proficiency in Salesforce and Microsoft Office tools
• 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
• Bachelor's degree required