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Nearmap is a property intelligence platform that uses aerial imagery, AI-driven analytics, and geospatial tools to help organizations plan, build, insure, and govern the built environment. This Customer Success Manager role focuses on managing government accounts (State and Local Area Councils) in a mid-market and enterprise portfolio.
You will be responsible for managing a large book of business (50+ accounts), serving as a trusted advisor to government customers throughout their lifecycle—from onboarding and product adoption through renewal and growth. Key responsibilities include:
• Providing proactive customer service and support to drive satisfaction and retention
• Managing the end-to-end subscription renewal cycle for a large portfolio
• Maintaining account intelligence in Salesforce and leveraging customer data to inform engagement strategies
• Collaborating with the Customer Experience team to develop scalable approaches using marketing automation
• Identifying churn risks and implementing proactive retention measures
• Guiding customers through onboarding, adoption, and growth initiatives to optimize lifetime value
• Resolving customer issues and supporting growth opportunities through cross-functional collaboration
• Partnering with Sales to identify and develop upsell opportunities
• Nurturing customer advocacy and encouraging internal/external promotion of Nearmap
• Mapping customer business processes to product capabilities
• Managing multiple account engagements and handling escalations
Reporting to the Director of Customer Success, you will develop deep expertise in Nearmap's products and use this knowledge to help customers maximize their investment.
REQUIREMENTS:
• Recent experience managing accounts in the public sector (State/LAC preferred)
• Experience owning the end-to-end renewals cycle
• Experience managing a large book of business (50+ accounts)
• 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
• Strong interpersonal and communication skills with ability to engage executive stakeholders
• Ability to work independently, take initiative, and thrive in fast-paced environments
• Cultural awareness and appreciation for diversity
