Customer Success Manager

Nearmap•Lehi, VA

8d•Remote

About The Position

The Customer Success Manager manages a mid-market and enterprise portfolio of accounts in Nearmap’s commercial vertical. Reporting to the Senior Director, Customer Success Commercial and Government, the role serves as a trusted advisor to drive customer satisfaction, loyalty, retention, and growth. It covers the complete customer lifecycle, from onboarding through renewal, with a focus on customer engagement, product adoption, and measurable business outcomes. 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 at a SaaS or high-tech company.
Bachelor’s degree.
Proficiency with 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 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 through the complete 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 take proactive measures to support 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 and develop upsell opportunities and align on renewal strategy.
Partner with the Customer Experience team to develop scalable portfolio management approaches using customer experience and marketing automation techniques.
Work cross-functionally 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 to customer needs and business goals.