Customer Success Manager

Full-time position at Nearmap, where property intelligence is reshaping how the world understands the built environment. We provide powerful aerial imagery, AI-driven analytics, and geospatial tools to those who plan, build, insure, and govern the places we all live and work.

Reporting to the Director of Customer Success, you will be responsible for managing Government Accounts (State and LAC) in a mid-market and enterprise portfolio, understanding customer needs, and delivering comprehensive engagement to foster strong relationships and measurable business outcomes. You will serve as a trusted advisor, ensuring high levels of customer satisfaction and loyalty while driving customer retention and growth.

Key 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.

Requirements:

• Recent experience managing accounts in the public sector (Preferably State / LAC).
• Experience owning the end-to-end renewals cycle.
• Experience managing a large book of business - more than 50 accounts.
• Excellent negotiation and decision-making skills, with a data-driven approach to prioritisation.
• 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.
• Strong interpersonal and communication skills, with the ability to engage and build relationships with executive stakeholders.
• Ability to work independently, take initiative, and thrive in a fast-paced environment.
• Cultural awareness and appreciation for diversity in professional settings.

This role is based either in our Sydney office in a hybrid capacity, or we are also open to a remote employee based on the Australian East Coast with some anchor days in our Sydney office.

Some of our benefits include:

• Quarterly wellbeing day off, four additional days off annually for your 'YOU' Days.
• Wellbeing and technology allowance.
• Hybrid flexibility for this role.
• Nearmap subscription.
• Stocked kitchen with access to all the snacks you need.
• In-office lunch every Tuesday and Thursday at our Sydney CBD office.
• Showers available for anyone cycling to work or lunchtime gym-goers.

We pride ourselves on our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.