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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. The company is seeking a Customer Success Manager focused on public sector accounts (State and Local Area Councils) to manage a large portfolio of mid-market and enterprise government customers.
In this role, you will report to the Director of Customer Success and be responsible for:
• Managing a large portfolio of government accounts (50+ accounts), with a focus on State and LAC (Local Area Council) customers
• Providing proactive customer service and support to drive satisfaction and retention
• Managing the complete subscription renewal cycle, ensuring smooth and efficient processes
• Maintaining account intelligence in Salesforce and leveraging customer data to inform engagement strategies
• Serving as a trusted advisor to customers, guiding them through onboarding, product adoption, retention, and growth initiatives to optimize customer lifetime value
• Identifying churn risks and implementing proactive measures to address them
• Collaborating cross-functionally with Customer Experience, Sales, and Support teams to resolve issues and identify growth opportunities
• Partnering with Sales to identify and develop upsell opportunities
• Nurturing customer advocacy and encouraging customers to promote Nearmap internally and externally
• Mapping customer business processes to product capabilities and developing customer-centric strategies to maximize value
• Managing multiple account engagements and handling escalations in collaboration with Sales and Support teams
The role offers hybrid flexibility, with the option to work from the Sydney office on a hybrid basis or remotely from the Australian East Coast with some anchor days in the Sydney office.
REQUIREMENTS:
• Recent experience managing accounts in the public sector (preferably State or LAC)
• 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 the ability to engage and build relationships with executive stakeholders
• Ability to work independently, take initiative, and thrive in a fast-paced environment
• Cultural awareness and appreciation for diversity in professional settings
