Role Location: Fully remote within the continental United States.Job DescriptionReporting to the Senior Director, Customer Success Commercial and Government, you will be responsible for managing a mid-market and enterprise portfolio of accounts within our commercial vertical. You will serve as a trusted advisor, ensuring high levels of customer satisfaction and loyalty while driving customer retention and growth. Your primary focus will be on customer engagement, retention, and success-delivering comprehensive engagement to foster strong relationships and measurable business outcomes.
Key Responsibilities:- Manage a large portfolio of accounts, overseeing the complete customer lifecycle from onboarding to renewal while identifying churn risks and growth opportunities at scale
- Own and close renewals for your book of business, consistently delivering on retention and net revenue targets with strong negotiation skills to secure multi-year, on-time renewals
- Provide proactive customer service and support, serving as a trusted advisor to guide customers through product adoption, retention, and growth initiatives to optimize customer lifetime value
- Identify churn risks and implement proactive measures to address them, ensuring high levels of retention across your portfolio
- Drive relevant use cases and promote active product usage, empowering customers to become strong advocates for Nearmap
- Maintain up-to-date account intelligence in Salesforce and leverage customer data to inform engagement strategies and personalized outreach
- Collaborate with Sales teams to identify, develop, and nurture upsell opportunities and align on renewal strategy
- Partner with the Customer Experience team to develop scalable approaches for managing a large portfolio using customer experience and marketing automation techniques
- Collaborate cross-functionally to resolve customer issues and support growth opportunities
- Act as the voice of the customer, providing valuable feedback and insights to internal teams to improve our offerings and customer experiences
- Analyze diverse and moderately complex challenges to develop creative solutions within established guidelines, adapting processes and methods to address unique customer needs and business goals
QualificationsRequired Qualifications:- 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
- Proven 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 with the ability to engage and 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
Additional InformationWhy you'll love working at Nearmap:We move fast and work smart; often wearing multiple hats. We adapted to remote working with ease and are continually looking at ways to improve. We're proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.
Nearmap offers:
- In addition to flexible time off, Nearmap offers 4 extra "YOU" days off each year - take a break, no questions asked
- 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
- A Nearmap subscription (naturally!).
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