Customer Success Manager

Nearmap•Lehi, UT

14d•Remote

About The Position

Nearmap is seeking a Customer Success Manager to manage a mid-market and enterprise portfolio of accounts in its commercial vertical. Reporting to the Senior Director, Customer Success Commercial and Government, this role serves as a trusted advisor to customers, supporting satisfaction, loyalty, retention, and growth. The position focuses on customer engagement and success, with comprehensive support intended to foster strong relationships and measurable business outcomes. The role oversees the customer lifecycle from onboarding through renewal, owns renewals and retention targets, promotes product adoption, and identifies churn risks and growth opportunities. The Customer Success Manager uses account data to tailor engagement, collaborates with Sales and Customer Experience teams on renewals and scalable portfolio management, and works across the company to resolve issues and improve customer experiences. The position is fully remote within the continental United States.

Requirements

At least 5 years of experience in customer success, consulting, or technical pre-sales in a SaaS or high-tech company.
Bachelor's degree.
Proficiency in Salesforce and Microsoft Office tools.
Ability to map customer business processes to product capabilities.
Demonstrated success 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, including the ability to 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.
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.

Responsibilities

Manage a large portfolio of accounts throughout the customer lifecycle, from onboarding to renewal, identifying churn risks and growth opportunities at scale.
Own and close renewals for the assigned book of business, meeting retention and net revenue targets and negotiating multi-year, on-time renewals.
Provide proactive customer service and guidance on product adoption, retention, and growth initiatives to optimize customer lifetime value.
Identify churn risks and implement proactive measures to support high retention across the portfolio.
Promote relevant use cases and active product usage, helping customers become advocates for Nearmap.
Maintain current account intelligence in Salesforce and use customer data to guide engagement strategies and personalized outreach.
Collaborate with Sales to identify, develop, and nurture upsell opportunities and align on renewal strategy.
Partner with Customer Experience to develop scalable portfolio-management approaches using customer experience and marketing automation techniques.
Collaborate across teams to resolve customer issues and support growth opportunities.
Represent the voice of the customer by sharing feedback and insights with internal teams to improve offerings and customer experiences.
Analyze moderately complex challenges and develop creative solutions within established guidelines, adapting processes and methods to customer needs and business goals.