[Hiring] Digital Customer Success Manager @Nearmap

Role Description

We are looking for a data-driven, customer-obsessed Digital Customer Success Manager (CSM) to support and grow our digital-first customer segment. This role is focused on driving adoption, retention, expansion, and satisfaction for our scaled customer base by leveraging automation, usage data, and human-touch interventions at key moments in the customer journey. You’ll work cross-functionally with Customer Experience, Support, Sales, and Marketing to identify gaps, design scalable solutions, and execute programs that drive customer success at scale.

Key Responsibilities

• Renewal Management
  • Ensure on-time renewals and accurate renewal forecasting across assigned accounts
  • Renewal quote creation, negotiations, and churn mitigation
• Adoption & Engagement
  • Develop and lead monthly enablement webinars tied to use cases and feature adoption
  • Host weekly office hours and ensure relevant attendance and engagement
  • Analyze low-adoption accounts and design enablement playbooks to improve usage
  • Create and iterate on scalable resources (e.g., videos, articles, email sequences) to accelerate adoption
• Onboarding & Enablement
  • Monitor and respond to automation-driven emails, in-app onboarding questions, and survey responses (NPS, CSAT)
  • Partner with Customer Enablement to refine onboarding journeys and human-touch messaging
• Expansion & Growth
  • Monitor product usage to identify high-potential upsell opportunities and coordinate with account owners
  • Surface expansion opportunities from product overages and usage patterns (e.g., upgrade plans from 500MB to 2GB)
  • Partner with Product Marketing to create “value sell” content and campaigns that drive cross-sell and upsell motions
• Churn & Risk Mitigation
  • Proactively identify and engage with at-risk customers via personalized outreach and playbooks
  • Flag and manage subscriptions not on auto-renew, engaging at least 60 days before renewal
  • Update customer health scores manually when risk indicators are present outside of automated tracking
  • Compliance with Nearmap values, policies and standards, and ensure compliance with all local statutory requirements
  • Complies with responsibilities of working for a private company
  • Complies with all local legislative requirements
  • Adheres to company guidelines and the corporate Code of Conduct
  • Where appropriate keeps up to date with legislative requirements
  • Acts in an ethical way when dealing with company assets and other people

Qualifications

• 2-3 years experience in Customer Success, Account Management, or SaaS Support roles
• Experience managing a high-volume book of business or working in a scaled/digital CS function
• Strong analytical skills and experience using CS tools like Gainsight, Looker, Salesforce
• Excellent written and verbal communication
• Passion for customer success and operational efficiency

Requirements

• Goals & Success Metrics
  • Adoption: Drive increase in monthly active users
  • Churn: Maintain an annual gross recurring revenue of 99%
  • Expansion: Generate and assist in closing upsell opportunities from usage insights
  • Engagement: Host weekly office hours, run recurring webinars
  • Retention & Health: Respond to 100% of detractor NPS and low CSAT within SLA; maintain or improve NRR and NPS scores
• Tools & Collaboration
  • Gainsight & Salesforce: Leverage workflows, reports, and health scoring to manage digital success motions
  • Looker & Internal Dashboards: Use data insights to identify trends, opportunities, and risk factors
  • Collaborate with:
    • Data & Operations for reporting and automation
    • Customer Marketing for webinars, office hours, enablement resources, email campaigns
    • Support & Customer Success Managers for customer escalations and retention strategy

Benefits

• Flexible time off, including 4 extra "YOU" days off each year
• Company-sponsored volunteering days to give back
• Generous parental leave policies for growing families
• Work from Overseas Policy - explore the world in the approved list of cities while you work
• Discounted Private Health Insurance plans
• Monthly wellbeing and technology allowance
• A Nearmap subscription (naturally!)