Sr Director, Customer Success

Nearmap•Carlsbad, CA

18d•Hybrid

About The Position

Reporting into the SVP, Global Customer Success, the Director of Customer Success is responsible for retaining, delighting, and growing our Insurance customer base, as well as ensuring the success of the Customer Success Managers (CSMs). This role includes establishing operational objectives, policies, and procedures that affect immediate and, at times, company-wide operations. You will guide the US CSMs, setting clear frameworks and providing the necessary tools to deliver their best work. The role also requires anticipating churn risks, fostering upsell opportunities, and driving loyalty by managing multiple priorities that directly impact the medium-term results of both your team and the business. The Director will collaborate with cross-functional teams to solve strategic issues, monitor customer satisfaction, and align with organizational objectives. This involves ensuring that customer metrics and success outcomes are met, which could directly affect timelines and operations across the broader organization.

Requirements

Experience working with B2B audiences, preferably in a technology or SaaS environment.
10+ years of experience in customer success or key account management.
Experience in developing and executing customer-centric strategies, with an ability to influence results across multiple business areas.
Proven team management experience, with a focus on coaching, mentoring, and conflict resolution.
Experience with Gainsight.
Advanced interpersonal and communication skills, both written and verbal, across multiple internal and external stakeholders.
Strong negotiation skills, with the ability to make complex decisions in sensitive situations.
Expertise in building and maintaining long-term relationships.
Strong leadership qualities with a demonstrated passion for people development.
Competence with Salesforce, Microsoft Office, and program management.

Nice To Haves

Relevant degree or certifications desirable
Master’s Degree Preferred

Responsibilities

Build and plan CSM strategy & frameworks
Retain and delight our customers
Lead and manage a high performing team
Strategic Collaboration

Benefits

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!
Access to LinkedIn Learning for continuous growth.
Discounted Private Health Insurance plans.
Monthly wellbeing and technology allowance.
Annual flu vaccinations and skin checks.
Hybrid flexibility—truly flexible, with no mandatory office days!
A Nearmap subscription (naturally!).
Unlimited snacks, drinks, and weekly catered lunches at the office
Showers available for cyclists and gym enthusiasts.