Digital Customer Success Manager (CSM)

Nearmap•Carlsbad, CA

11h•Remote

About The Position

About the Role We are looking for a data-driven, customer-obsessed Digital Customer Success Manager (CSM) to support and grow our digital-first customer segment. This role is focused on driving adoption, retention, expansion, and satisfaction for our scaled customer base by leveraging automation, usage data, and human-touch interventions at key moments in the customer journey. You’ll work cross-functionally with Customer Experience, Support, Sales, and Marketing to identify gaps, design scalable solutions, and execute programs that drive customer success at scale.

Requirements

2-3 years experience in Customer Success, Account Management, or SaaS Support roles.
Experience managing a high-volume book of business or working in a scaled/digital CS function.
Strong analytical skills and experience using CS tools like Gainsight, Looker, Salesforce.
Excellent written and verbal communication.
Passion for customer success and operational efficiency.

Nice To Haves

Gainsight certification or familiarity with digital success models.
Experience running webinars or workshops.
Experience with customer lifecycle automation or programmatic engagement strategies.

Responsibilities

Renewal Management Ensure on-time renewals and accurate renewal forecasting across assigned accounts
Renewal quote creation, negotiations, and churn mitigation
Adoption & Engagement Develop and lead monthly enablement webinars tied to use cases and feature adoption.
Host weekly office hours and ensure relevant attendance and engagement.
Analyze low-adoption accounts and design enablement playbooks to improve usage.
Create and iterate on scalable resources (e.g., videos, articles, email sequences) to accelerate adoption.
Onboarding & Enablement Monitor and respond to automation-driven emails, in-app onboarding questions, and survey responses (NPS, CSAT).
Partner with Customer Enablement to refine onboarding journeys and human-touch messaging.
Expansion & Growth Monitor product usage to identify high-potential upsell opportunities and coordinate with account owners.
Surface expansion opportunities from product overages and usage patterns (e.g., upgrade plans from 500MB to 2GB).
Partner with Product Marketing to create “value sell” content and campaigns that drive cross-sell and upsell motions.
Churn & Risk Mitigation Proactively identify and engage with at-risk customers via personalized outreach and playbooks.
Flag and manage subscriptions not on auto-renew, engaging at least 60 days before renewal.
Update customer health scores manually when risk indicators are present outside of automated tracking.
Compliance with Nearmap values, policies and standards, and ensure compliance with all local statutory requirements.
Complies with responsibilities of working for a private company.
Complies with all local legislative requirements.
Adheres to company guidelines and the corporate Code of Conduct.
Where appropriate keeps up to date with legislative requirements.
Acts in an ethical way when dealing with company assets and other people.

Benefits

In addition to flexible time off, Nearmap offers 4 extra "YOU" days off each year - take a break, no questions asked!
Company-sponsored volunteering days to give back.
Generous parental leave policies for growing families.
Work from Overseas Policy - explore the world in the approved list of cities while you work!
Discounted Private Health Insurance plans.
Monthly wellbeing and technology allowance.
A Nearmap subscription (naturally!).

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