SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
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 role is a Customer Success Manager focused on the public sector, reporting to the Director of Customer Success.
You will manage a mid-market and enterprise portfolio of government accounts, serving as a trusted advisor to drive customer satisfaction, retention, and growth. Key responsibilities include:
• Provide proactive customer service and support to maximize customer satisfaction
• Manage subscription renewals for a large portfolio, ensuring smooth and efficient processes
• Maintain account intelligence in Salesforce and leverage customer data to inform engagement strategies
• Collaborate with the Customer Experience team to develop scalable approaches using customer experience and marketing automation techniques
• Guide customers through onboarding, product adoption, retention, and growth initiatives to optimize customer lifetime value
• Identify churn risks and implement proactive retention measures
• Resolve customer issues and support growth opportunities through cross-functional collaboration
• Partner with Sales teams to identify and develop upsell opportunities
• Nurture customer advocacy, encouraging customers to promote Nearmap internally and externally
• Manage multiple account engagements and handle escalations in collaboration with Sales and Support teams
The role is hybrid, based in the Sydney office with two anchor days per week in the office.
REQUIREMENTS:
• 5+ years of experience in customer success, consulting, or technical pre-sales in a SaaS or high-tech company
• Recent experience serving customers in the LGA, State, or Federal Government sectors (preferably LAC)
• Proven ability to map customer business processes to product capabilities
• Demonstrated success in developing and executing customer-centric strategies to maximize value from technology solutions
• Experience managing multiple account engagements and handling escalations
• Experience owning the end-to-end renewals cycle
• Strong interpersonal and communication skills with ability to engage and build relationships with executive stakeholders
• 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
• Ability to work independently, take initiative, and thrive in a fast-paced environment
• Cultural awareness and appreciation for diversity in professional settings
