• Own full-cycle enterprise renewals from risk identification through contract execution. • Maintain accurate renewal forecasting and visibility into the expansion pipeline. • Drive upsell and cross-sell opportunities, visibility into the expansion pipeline, including additional seats, modules, SKUs, and new buying centers. • Partner closely with Sales to execute commercial strategy and maximize Net Revenue Retention (NRR). • Drive measurable platform adoption across global marketing and communications teams. • Establish success plans aligned to customer business objectives and executive KPIs. • Lead structured onboarding programs for enterprise security, marketing and communications buyers. • Build multi-threaded relationships with Directors, VPs, and C-suite leaders across marketing and communications.

• Own the client journey post-sale, onboarding, engagement, and retention • Set clear expectations, build trust quickly, and become a strategic partner to each client • Help grow and scale the CS function, establish SOPs, workflows, reporting tools, and automation to support long-term scale • Track key client milestones to ensure timely and accurate delivery • Identify opportunities for upsell, cross-sell, and referrals based on client needs and lifecycle stage

• Serve as part of a shared team, supporting a portfolio of low-touch/tech-touch clients. • Ensure proactive, consistent communication using scalable outreach (email campaigns, webinars, automated check-ins). • Monitor client health metrics and take preemptive action to improve retention and adoption. • Own the resolution of client-reported satisfaction issues from identification to closure. • Partner with internal teams to coordinate escalations, ensure SLAs are met, and communicate updates clearly to clients. • Identify expansion opportunities (new modules, increased usage tiers). • Track client usage metrics, health scores, and feature adoption with dashboards. • Host regional or multilingual webinars for product updates, best practices, and “how-to” training. • Use CRM, analytics, and automation tools to manage client portfolios at scale.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This position is fully remote within the continental United States. Make a Real Impact. Champion Customers. Drive Growth. As a key member of our Customer Success team, you'll be more than an account manager - you'll be a trusted partner to some of the most influential players in the insurance industry. Reporting to the Sr. Director of Customer Success, you'll build meaningful relationships that create genuine value for your customers and fuel Nearmap's growth. What you'll actually be doing: - Own a portfolio of insurance-sector customers, becoming the expert they rely on to get the most out of Nearmap's cutting-edge aerial imagery and location intelligence solutions. - Spot risks before they become problems, uncover new opportunities for growth, and make renewals feel effortless. - Proactively engage customers at the right moments, armed with data and insight, to deliver experiences that turn satisfied customers into passionate Nearmap advocates. What sets this role apart: - You'll have a well-documented playbook to guide how you manage your portfolio, giving you a strong foundation from day one. - There will be plenty of room to bring your own creativity and initiative. - You'll have a unique opportunity to dig into the "why" behind potential churn/risk and collaborate directly with CS leadership to build strategies that address and resolve those challenges. - Your voice will carry real weight beyond your own book of business, working closely with Sales, Solutions, Product Management, and Marketing. - The feedback you bring from the field drives action. You'll thrive here if you: - Love building trust-based relationships with enterprise customers. - Can balance sharp analytical thinking with genuine people skills. - Are energized by hitting retention and growth targets. - Can connect your work to clear business outcomes. - Enjoy managing a large, diverse book of business with efficiency and purpose. - Enjoy working in a fast-moving environment where no two customer challenges are exactly the same. Qualifications - 2+ years of experience in customer success, consulting, or technical pre-sales in a SaaS or high-tech company. - Proven ability to map customer business processes to product capabilities. - Demonstrated success in 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. - Proficiency in Salesforce and Microsoft Office tools. - 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. - Bachelor’s degree required. Requirements - Manage subscription renewals for the portfolio of Insurance customers, ensuring a smooth and efficient process. - Maintain up-to-date account intelligence in Salesforce and use customer data to drive engagement strategies. - Collaborate with internal teams to design scalable, programmatic approaches to managing a large portfolio of accounts using customer experience and marketing automation techniques. - Serve as a trusted advisor to customers, driving onboarding, product adoption, retention, and growth initiatives to optimize customer lifetime value. - Identify churn risks, implement proactive measures to address them, and drive customer satisfaction. - Collaborate cross-functionally to resolve customer issues, ensuring retention and fostering growth opportunities. - Develop and progress upsell opportunities in partnership with Sales teams. - Actively nurture advocacy among customers to promote Nearmap solutions internally and externally. - Apply sound judgment to analyze moderately complex challenges and determine appropriate solutions within established guidelines. - Adapt processes and methods when necessary to meet the unique needs of customers or business objectives. - Use learned techniques and data-driven approaches to investigate issues and contribute to resolution efforts that support customer retention and success. - Adhere to company guidelines and the corporate Code of Conduct. - Act in an ethical way when dealing with company assets and other people. 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. - A Nearmap subscription (naturally!).