Senior Customer Success Manager

Nearmap is a company that specializes in property intelligence using aerial imagery and analytics. The Senior Customer Success Manager will manage a mid-market portfolio of accounts, ensuring customer satisfaction and retention while driving growth opportunities and customer engagement.

Responsibilities:

• Provide proactive customer service and support to drive customer satisfaction
• Manage subscription renewals for a large portfolio, ensuring a smooth and efficient process
• Maintain up-to-date account intelligence in Salesforce and leverage customer data to inform engagement strategies
• Collaborate with the Customer Experience team to develop scalable approaches for managing a large portfolio using customer experience and marketing automation techniques
• Serve as a trusted advisor to customers, guiding them through onboarding, 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
• Collaborate cross-functionally to resolve customer issues and support growth opportunities
• Partner with Sales teams to identify and develop upsell opportunities
• Actively nurture customer advocacy, encouraging customers to promote Nearmap both internally and externally
• Analyze diverse and moderately complex challenges to develop creative solutions within established guidelines
• Adapt processes and methods to address unique customer needs and business goals
• Leverage sophisticated analytical and problem-solving techniques to assess a variety of factors and determine the best course of action

Requirements:

• 5+ 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