[Remote] Senior Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- In addition to flexible time off, Nearmap offers 4 extra "YOU" days off each year - take a break, no questions asked!
- Company-sponsored volunteering days to give back.
- Generous parental leave policies for growing families.
- Work from Overseas Policy - explore the world in the approved list of cities while you work!
- Discounted Private Health Insurance plans.
- Monthly wellbeing and technology allowance.
- A Nearmap subscription (naturally!).
Company Overview