Customer Success Manager (Public Sector) - Tech / SaaS

Nearmap

5d•Hybrid

About The Position

Reporting to the Director of Customer Success, you will be responsible for managing Government Accounts (State and LAC) in mid-market and enterprise portfolio of accounts, understanding customer needs, and delivering 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. You will oversee a large portfolio, identifying churn risks and growth opportunities at scale, engaging with key customer contacts, managing the customer lifecycle from onboarding to renewal, and collaborating with the sales team to expand accounts. You will develop deep expertise in Nearmap’s products and services, using this knowledge to support and guide customers in maximising the value of their investment in our solutions.

Requirements

Recent experience managing accounts in the public sector (Preferably State / LAC)
Experience owning the end to end renewals cycle
Experience managing a large book of business - more than 50 accounts
Excellent negotiation and decision-making skills, with a data-driven approach to prioritisation.
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 the 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

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.
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.