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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 the mid-market and enterprise segment.
You will be responsible for managing a large portfolio of government accounts, serving as a trusted advisor to customers throughout their lifecycle—from onboarding through renewal and growth. Key responsibilities include:
• Provide proactive customer service and support to drive satisfaction and retention
• Manage subscription renewals for a large portfolio (50+ accounts), 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
• Map customer business processes to product capabilities and develop customer-centric strategies to maximize value from technology solutions
• Manage multiple account engagements and handle escalations in collaboration with Sales and Support teams
You will report to the Director of Customer Success and work in a fast-paced environment where you'll wear multiple hats and contribute to real-world impact.
REQUIREMENTS:
• Recent experience managing accounts in the public sector (preferably State/Local Area Councils)
• 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 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
