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About the Role
Reporting to the Director of Customer Success, you will manage a mid-market and enterprise account portfolio, understand customer needs, and deliver comprehensive engagement to foster strong relationships and measurable business outcomes. You will serve as a trusted advisor, ensuring high levels of customer satisfaction and loyalty while driving customer retention and growth.
Responsibilities
- Provide proactive customer service and support to drive customer satisfaction.
- Manage subscription renewals for a large portfolio, ensuring a smooth and efficient process.
- Maintain up-to-date account intelligence in Salesforce and leverage customer data to inform engagement strategies.
- Collaborate with the Customer Experience team to develop scalable approaches for managing a large portfolio using customer experience and marketing automation techniques.
- Serve as a trusted advisor to customers, guiding them through onboarding, product adoption, retention, and growth initiatives to optimize customer lifetime value.
- Identify churn risks and implement proactive measures to address them, ensuring high levels of retention.
- Collaborate cross-functionally to resolve customer issues and support growth opportunities.
- Partner with Sales teams to identify and develop upsell opportunities.
- Actively nurture customer advocacy, encouraging customers to promote Nearmap both internally and externally.
Requirements
- 5+ years of experience in customer success, consulting, or technical pre-sales in a SaaS or high-tech company.
- 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 in collaboration with Sales and Support teams.
- Strong interpersonal and communication skills, with the 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
Skills
- Salesforce
- Microsoft Office tools
- Customer Success
- Consulting
- Technical Pre-sales
- SaaS
- High-tech
- Program Management
- Problem-solving
- Business Acumen
- Analytical Aptitude
- Interpersonal Skills
- Communication Skills
- Negotiation Skills
- Decision-making Skills
Location
- Sydney, Australia
Work Type
- Hybrid
- Full-time
Experience Level
- 5+ years
Benefits
- Quarterly wellbeing day off
- Four additional days off annually for your 'YOU' Days
- Wellbeing and technology allowance
- Annual flu vaccinations
- Hybrid flexibility
- Nearmap subscription
- Stocked kitchen
- In-office lunch every Tuesday and Thursday
- Showers available
About the Company
- Property intelligence is reshaping how the world understands the built environment, and Nearmap is driving that.
- We put powerful aerial imagery, AI-driven analytics, and geospatial tools into the hands of the people who plan, build, insure, and govern the places we all live and work.
- Our technology turns property uncertainty into decisive action, and our culture brings out the best in the people who build it.
- We move fast, we care about craft, and we're proud of what we're building.
- If you're energized by turning hard problems into real-world impact, we'd love to meet you.