Full-Time Enterprise Customer Success Manager

• Own a defined portfolio of strategic insurance enterprise accounts and serve as the primary post-sale relationship lead.
• Build deep executive alignment and foster strong multi-threaded relationships across customer organizations.
• Lead strategic account planning and deliver ongoing value reviews, roadmaps, and renewal/expansion strategies.
• Collaborate with the sales organization to identify, pursue, and close upsell and cross-sell opportunities.
• Serve as a strategic thought partner, aligning Nearmap’s capabilities to customer objectives, value realization, and ROI delivery.
• Provide solutions to issues in creative and effective ways, often in unique customer environments.
• Resolve complex use cases and support enterprise adoption challenges using structured analysis and customer-centric approaches.
• Identify systemic issues and contribute to the development of new policies and scalable processes that improve the customer journey.
• Apply a data-driven mindset to prioritize actions, anticipate risk, and guide decision-making across customer programs.
• Act as the voice of the customer, delivering insights and feedback to influence Nearmap’s roadmap and go-to-market approach.
• Network with key stakeholders across functions, collaborating with Product, Engineering, Marketing, and Sales on behalf of customers.
• Guide internal teams on customer context and engagement strategies; often advising others on complex matters and leading by influence.
• Leverage automation, best practices, and internal tools to scale enterprise support and improve outcomes.
• Champion customer adoption by driving targeted use cases, onboarding, success plans, and enablement paths.
• Deliver strategic business reviews that demonstrate progress against outcomes and long-term objectives.
• Mitigate churn risk by proactively identifying issues and facilitating rapid resolution.
• Develop customer champions and referenceable case studies, helping grow Nearmap’s brand through advocacy.

• 7 years in Customer Success, Enterprise SaaS Account Management, Strategic Consulting, or related roles.
• Demonstrated success managing high-value enterprise accounts with complex technical and business requirements.
• Experience working with senior stakeholders and executives in the insurance or geospatial technology sectors preferred.
• Proven ability to map business processes to product solutions and deliver sustained customer value.
• Exceptional interpersonal and communication skills, with the ability to influence cross-functional teams and executive audiences.
• High-level proficiency in Salesforce, MS Office Suite, and customer success platforms (e.g., Gainsight, Totango).
• Strong program management skills, including the ability to juggle multiple priorities and deliver against strategic targets.
• Ability to adapt style and use persuasion to gain buy-in on complex topics that impact multiple stakeholders.
• Operates with initiative, resilience, and ownership in fast-paced, ambiguous environments.
• Brings a strategic, analytical mindset with the ability to uncover customer insights and act on them effectively.
• Bachelor’s degree required; Master’s degree preferred, or equivalent combination of education and experience.

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