Company Description Nearmap is unique. A global technology company with incredible people; a market-leader with energy and spirit. Nearmap was named as one of the world’s 10 Most Innovative Companies by Fast Company magazine – and we are growing! What we do We provide easy, instant access to high-resolution aerial imagery, city-scale 3D content, AI datasets and integrated geospatial tools, with wide-scale coverage across the USA, Canada, Australia and New Zealand. At the core of it, we are a location content company, a visual analytics company, and a software as a service company. Innovation is weaved into our DNA. Job Description Reporting to the CSM Director, you will be responsible for managing a mid-market and enterprise portfolio of accounts, understanding customer needs, and delivering comprehensive engagement to foster strong relationships and measurable business outcomes. You will serve as a trusted advisor, ensuring high levels of customer satisfaction and loyalty while driving customer retention and growth. You will oversee a large portfolio, identifying churn risks and growth opportunities at scale, engaging with key customer contacts, managing the customer lifecycle from onboarding to renewal, and collaborating with the sales team to expand accounts. You will develop deep expertise in Nearmap’s products and services, using this knowledge to support and guide customers in maximizing the value of their investment in our solutions. Customer engagement, retention, and success will be your main objectives. You will focus on driving relevant use cases, promoting active product usage, and empowering customers to become strong advocates for Nearmap. Acting as the voice of the customer, you will also provide valuable feedback and insights to internal teams to improve our offerings and customer experiences. Provide proactive customer service and support to drive customer satisfaction. Manage subscription renewals for a large portfolio, ensuring a smooth and efficient process. Maintain up-to-date account intelligence in Salesforce and Gainsight, and leverage customer data to inform engagement strategies. Maintain up-to-date account intelligence in Salesforce and leverage customer data to inform engagement strategies. Collaborate with the Customer Experience team to develop scalable approaches for managing a large portfolio using customer experience and marketing automation techniques. Serve as a trusted advisor to customers, guiding them through onboarding, 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. Collaborate cross-functionally to resolve customer issues and support growth opportunities. Partner with Sales teams to identify and develop upsell opportunities. Actively nurture customer advocacy, encouraging customers to promote Nearmap both internally and externally. Analyze diverse and moderately complex challenges to develop creative solutions within established guidelines. Adapt processes and methods to address unique customer needs and business goals. Leverage sophisticated analytical and problem-solving techniques to assess a variety of factors and determine the best course of action. Adhere to company guidelines and the corporate Code of Conduct Act in an ethical way when dealing with company assets and other people Qualifications 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. At Nearmap, you can chart your own career path and see where our journey together might take you. With complex and fascinating work to challenge and inspire you, you might be surprised by the opportunities you discover. We've got so much more to share - come and explore with us! Nearmap does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Nearmap employee, location or address. Nearmap is not responsible for any fees related to unsolicited resumes.

• Customers are the lifeblood of our company and we’re looking for an experienced, results-driven Sr. Customer Success Manager to engage, retain, and enable our customers to fully utilize our platform. • The mission of the Sr. Customer Success Team at Schoox is to ensure that customers achieve their own goals and recognize value from their investment. • As a Sr. CSM, your primary super-power will be listening. • You will actively listen and engage with assigned customers in order to develop deep and strong relationships that allow you to understand and address evolving customer needs. • You will build and execute joint success plans with your customers; collaborate to explore new and creative ways to maximize usage of their platform; and use your analytical skills to measure and track customer growth. • You must love learning and you must love software! • Vital to this role is the ability and desire to develop and maintain strong Schoox product expertise and enthusiasm. • Sr. CSMs use a suite of tools to monitor, analyze, and predict customer engagement and loyalty. • You will interface with other departments within Schoox to relay customers’ levels of engagement, provide product feedback, provide experience feedback, and identify opportunities for improvement. • Your ability to problem-solve, identify patterns, and skillfully interface with various stakeholders at all levels will allow you to detect any early signals of at-risk customers. • Through the use of Customer Success-related platforms and data, you will follow playbooks and established processes, adding your personal touch to address issues, and provide an optimal path for escalation. • In a nutshell, you will be the consultant for the best ways to utilize an amazing product! • You will become a trusted advisor for customers - and they, in turn will rely upon you to guide them in achieving their own personal, professional, and corporate goals.

• Serve as the primary point of contact for schools during onboarding and launch • Monitor early-stage adoption and intervene proactively to drive usage within the first 90 days • Maintain ongoing relationships to ensure operational stability post-launch • Track and monitor product usage trends at the school level • Ensure schools achieve agreed-upon activation and usage metrics within 90 days of post-onboarding • Identify adoption gaps and execute plans to increase engagement • Reinforce best practices that increase long-term product utilization • Identify opportunities to expand module adoption within existing school accounts • Identify and cultivate connectors into School Support Organizations (SSOs) • Communicate areas of interest and expansion potential to the District CSM • Build trusted relationships with school leaders and administrators • Proactively address concerns and remove barriers to success • Gather feedback to strengthen engagement and product alignment • Deliver effective training to ensure school teams are confident using purchased modules • Triage inbound school requests to the appropriate resolution channel (support ticket, chat, documentation, or 1:1 session) • Reduce unnecessary 1:1 sessions by promoting use of training materials and structured resources • Deliver overall training and support efficiency without compromising experience

• Own the customer relationship from post-signature through adoption, growth, and maturity • Serve as the primary operational point of contact for customers • Develop and execute customer success plans aligned with business and regulatory objectives • Monitor and manage customer health using defined KPIs (TTFV, usage, health score, CSAT, NPS) • Proactively identify churn risks and define mitigation plans • Escalate issues in a structured and timely manner • Ensure no-surprise renewals through early risk visibility • Drive consistent and deep adoption of FOCAL within contracted scope • Support customers in optimizing workflows and configurations • Guide customers toward advanced use cases and best practices • Identify and document expansion, upsell, or cross-sell opportunities • Partner with Sales to position growth opportunities effectively • Mentor Junior CSMs and contribute to onboarding new team members