[Hiring] Senior Director, Customer Success, Commercial and Government @Nearmap

Role Description

Location: This position is fully remote within the continental United States.

Reporting into the SVP, Customer Success, the Director of Customer Success is responsible for retaining, delighting, and growing our Commercial and Government customer base, as well as ensuring the success of the Customer Success Managers (CSMs). This role includes establishing operational objectives, policies, and procedures that affect immediate and, at times, company-wide operations. You will guide the CSMs in these verticals, setting clear frameworks and providing the necessary tools to deliver their best work. The role also requires anticipating churn risks, fostering upsell opportunities, and driving loyalty by managing multiple priorities that directly impact the medium-term results of both your team and the business.

The Director will collaborate with cross-functional teams to solve strategic issues, monitor customer satisfaction, and align with organizational objectives. This involves ensuring that customer metrics and success outcomes are met, which could directly affect timelines and operations across the broader organization.

Qualifications

• Experience working with B2B audiences, preferably in a technology or SaaS environment.
• 5+ years of proven management experience.
• 10+ years of experience in customer success or key account management.
• Experience in developing and executing customer-centric strategies, with an ability to influence results across multiple business areas.
• Proven team management experience, with a focus on coaching, mentoring, and conflict resolution.
• Experience with Gainsight.
• Advanced interpersonal and communication skills, both written and verbal, across multiple internal and external stakeholders.
• Strong negotiation skills, with the ability to make complex decisions in sensitive situations.
• Expertise in building and maintaining long-term relationships.
• Strong leadership qualities with a demonstrated passion for people development.
• Competence with Salesforce, Microsoft Office, and program management.
• Relevant degree or certifications desirable.
• Master’s Degree Preferred.

Requirements

• Build and plan CSM strategy & frameworks.
• Establish operational objectives, policies, and frameworks for the CSM organization.
• Develop customer-centric account plans that ensure satisfaction throughout the customer lifecycle.
• Set up engagement models for a tiered CSM structure.
• Monitor, analyze, and interpret customer metrics at all stages.
• Ensure the highest levels of customer satisfaction across all client accounts.
• Promote customer satisfaction by identifying evolving needs.
• Drive success through initial onboarding and fostering growth in product adoption.
• Provide day-to-day management and mentorship to US CSMs.
• Identify training needs and provide development resources.
• Accountable for significant decisions that directly affect team operations.
• Liaise with regional Sales teams to create and execute account strategies.
• Oversee larger projects with company-wide implications.
• Ensure compliance with Nearmap values, policies, and standards.

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 while you work!
• Discounted Private Health Insurance plans.
• Monthly wellbeing and technology allowance.
• A Nearmap subscription.