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

Role Description As a Customer Success Manager (CSM), you will manage a portfolio of customer accounts and act as an ambassador of UKG’s customer experience. You will develop a deep understanding of the product suite utilized by your customer base, staying current with feature releases and core value drivers within UKG’s solutions. This role focuses on optimizing the customer experience, lead generation, creating references, and collaborative advocacy. You will build and maintain relationships with key customer stakeholders, influencers, primarily power users and system administrators, aligning engagement with the strategic account plan to ensure customers fully leverage our platform to achieve their business goals. - Handles a portfolio of accounts - Proactively engages with customers, conducts reviews of new features, and addresses basic churn risks - Advocates for customers by monitoring detailed metrics and working closely with internal teams to address needs - Communicates status updates and get-well plans - Maintains foundational knowledge of the product suite and offers best practices to maximize product adoption - Identifies trends and communicates with UKG teams to advocate for customers - Independently designs and implements customer success strategies, identifying areas of risk and opportunity Qualifications - Basic understanding of customer success principles - Familiarity with UKG product suite and its core features - Proficient at Microsoft Office Suite - Awareness of customer metrics and basic data analysis Requirements - Minimum of 2 years of experience in customer success, account management, or related roles - Basic experience with CRM systems and customer success tools Preferred Qualifications - Bachelor’s degree in business, marketing, or related field. Company Description UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com. UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process. Disability Accommodation For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.