Senior Customer Success Manager

Key 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.
• Analyze diverse and moderately complex challenges to develop creative solutions within established guidelines.
• Adapt processes and methods to address unique customer needs and business goals.
• Leverage sophisticated analytical and problem-solving techniques to assess a variety of factors and determine the best course of action.

Qualifications

• 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.