• Own a book of marina accounts and the relationships inside them, from the dockmaster to the general manager to the controller. • Drive adoption across the platform, including transient bookings, contracts and recurring billing, storage, payments, and reporting. • Own renewals across your book and partner with Sales on expansion into additional modules and payment volume. • Partner with Implementation on a clean handoff from onboarding into steady-state success. • Bring the voice of the customer to Product: synthesize what you hear into clear, prioritized feedback that shapes the roadmap.

Role Description Reporting to the CSM Director, you will be responsible for managing a mid-market 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. Key Responsibilities - 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 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. Problem Solving & Process Improvement - 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. Qualifications - 5+ 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. Skills - 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. Tertiary Qualifications - Bachelor’s degree required. Benefits - Flexible time off, including 4 extra "YOU" days off each year. - 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!).

• Own and manage a portfolio of Healthcare customers, deeply understanding their business goals, patient-acquisition strategies, and operational challenges to drive engagement and success. • Develop and execute strategic account plans that maximize adoption, retention, and expansion across each account. • Use data-driven insights and automation tools (e.g., Gainsight, Salesforce) to deliver the right message to the right customer at the right moment. • Apply AI in your day-to-day workflow – using AI-assisted tools to analyze account health, surface risks and opportunities, prepare business reviews, and personalize customer communications at scale – so you spend more time on high-value strategic work. • Confidently articulate the value of Invoca’s AI-powered conversation intelligence to customers, translating platform capabilities into outcomes that matter to healthcare marketers, patient-access leaders, and contact center teams. • Act as a strategic consultant, providing best practices and tailored solutions for each customer’s needs, with sensitivity to healthcare regulatory and privacy considerations (e.g., HIPAA/PHI handling). • Lead customer training, business reviews, and enablement sessions through email, calls, and scheduled meetings. • Proactively identify risks and opportunities, mobilizing internal teams (Sales, Product, Marketing, and Support) as needed. • Advocate for customers internally, providing feedback that influences product development and innovation. • Foster long-term relationships that drive high satisfaction, advocacy, and loyalty.

• Lead a pod of 5-7 CSMs through structured 1:1s, performance feedback, and development conversations — with a clear standard for what good looks like at every level • Own retention and growth outcomes across your pod's book of business; engage directly on escalations, at-risk renewals, and high-value accounts where your involvement matters • Translate org-level priorities into team-level goals, workloads, and clear expectations your directs can execute against • Manage the full performance spectrum — accelerate high performers, address underperformance early and directly, and document with the rigor that People Team processes require • Surface patterns and insights from your pod's book to senior leadership — with proposed solutions, not just observations • Drive AI adoption on your team, identifying efficiency opportunities and modeling what AI-native CS work looks like in practice