Nearmap is unique. A global technology company with incredible people; a market-leader with energy and spirit. Nearmap was named as one of the world’s 10 Most Innovative Companies of 2020 by Fast Company magazine – and we are growing!
What we do
We provide easy, instant access to high-resolution aerial imagery, city-scale 3D content, AI datasets and integrated geospatial tools, with wide-scale coverage across the USA, Canada, Australia and New Zealand. At the core of it, we are a location content company, a visual analytics company, and a software as a service company. Innovation is weaved into our DNA.Job Description

We are seeking a Customer Success Manager to join the Customer Success team on our Commercial vertical.Reporting into the Director, Customer Success – Commercial, you will be responsible for retaining, delighting, and growing our customer base. You will be an advocate and ensure a high level of customer satisfaction across the entire account portfolio and whole customer lifecycle to ensure customer retention, drive loyalty and achieve quantifiable business results. Your main objectives are customer retention, satisfaction, and success.

Key Responsibilities

Build and plan CSM strategy & frameworks

• Develop customer centric account plans to ensure customer satisfaction throughout the customer lifecycle and communicate the progress of your account plans internally and externally
• Manage the frameworks and engagement models for a tiered CSM structure and customer care elements (such as onboarding and implementation support, health check-ins, strategic reviews, churn monitoring, upsell alerts, renewal strategies, etc.).
• Monitor, analyze and interpret trends in customer metrics at every stage of the customer journey and report back to business.
• Collaborate with the Sales team on account strategy development for strategic customers, understanding and defining customer vision and strategy for maximizing their investment in Nearmap products.

Retain and delight our customers

• Ensure highest level of customer satisfaction across all client accounts and nurture customers for advocacy.
• Promote client satisfaction and loyalty by understanding each business’s unique (and evolving) needs, delivering value and exceeding expectations.
• Help drive customer success through initial on-boarding and clarification of success metrics with the customer, product adoption, retention and growth initiatives to maximize customer value and investment and optimize customer lifetime value.
• Be a trusted and knowledgeable advisor and build strong and long-lasting customer relationships.