Full-Time Strategic Customer Success Manager

Reporting to the Director, Customer Success, you will oversee a high-value customer portfolio, delivering comprehensive engagement strategies for long-term relationships and measurable business outcomes.

You will identify and address complex customer challenges, aligning customer needs with Nearmap's strategic goals. Act as a trusted partner, collaborating cross-functionally to develop and execute innovative, customer-centric strategies, driving retention, growth, and customer advocacy.

Your work extends beyond daily operations, contributing to broader organizational objectives, influencing internal processes, and representing customer priorities internally.

Key Responsibilities

1. Serve as a trusted advisor to senior executives, driving key business outcomes.
2. Develop and execute long-term customer success strategies aligning with both customer and Nearmap goals.
3. Identify and address complex challenges, creating tailored solutions for customer needs.
4. Manage the customer lifecycle from onboarding to renewal, ensuring maximum value from Nearmap offerings.
5. Drive customer adoption, promote relevant use cases, and influence key decision-makers.
6. Identify strategic growth opportunities within accounts, partnering with Sales and other teams.
7. Act as the voice of the customer, providing insights for product enhancements and engagement strategies.
8. Lead cross-functional initiatives to address complex customer challenges and improve the customer experience.
9. Collaborate with leadership to establish best practices for high-value accounts.

Problem-Solving & Process Innovation

1. Tackle complex customer scenarios requiring in-depth analysis and creative problem-solving.
2. Evaluate and adapt existing processes for optimization and scalability.
3. Provide thought leadership on customer success methodologies, contributing to new processes, policies, and frameworks.

Key Requirements

• 8+ years experience in customer success, strategic consulting, or technical pre-sales in a SaaS/high-tech company.
• Proven ability to manage complex customer accounts and influence senior stakeholders.
• Strong track record of solving complex challenges, delivering innovative solutions, and driving results.
• Expertise in creating and executing customer-centric strategies for high-value portfolios.
• Exceptional communication and persuasion skills for engagement with senior executives.
• Strong problem-solving and decision-making abilities, leveraging data-driven insights.
• Strategic acumen and business judgment, aligning customer outcomes with organizational objectives.
• Strong program management skills, managing initiatives and priorities.
• Salesforce and CRM proficiency.
• Demonstrated leadership abilities, empowering teams for customer success.
• Bachelor's degree, advanced degree preferred.

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