Digital Customer Success Manager (CSM)

Nearmap • Carlsbad, CA

4h • Remote

About The Position

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.
• Adoption: Drive increase in monthly active users
• Churn: Maintain an annual gross recurring revenue of 99%
• Expansion: Generate and assist in closing upsell opportunities from usage insights.
• Engagement: host weekly office hours, run recurring webinars
• Retention & Health: Respond to 100% of detractor NPS and low CSAT within SLA; maintain or improve NRR and NPS scores
• Gainsight & Salesforce: Leverage workflows, reports, and health scoring to manage digital success motions.
• Looker & Internal Dashboards: Use data insights to identify trends, opportunities, and risk factors.
• Collaborate with:
• Data & Operations for reporting and automation.
• Customer Marketing for webinars, office hours, enablement resources, email campaigns.
• Support & Customer Success Managers for customer escalations and retention strategy.

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!).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees