Role Description We’re seeking a Customer Success Specialist to join Infra One’s global team, working remotely from the Philippines. You’ll ensure our institutional clients and fund managers receive world-class support and continuous value from our platform. You’ll collaborate with teams across operations, technology, and investment to deliver seamless onboarding, proactive account management, and scalable success outcomes. This is a high-visibility role within a growing international organization — ideal for someone who combines excellent communication skills, strong problem-solving ability, and a genuine passion for helping clients succeed. - Manage the client success lifecycle: onboarding, training, and long-term engagement. - Serve as the primary contact for clients (fund managers, partners, allocators), ensuring satisfaction and success. - Proactively monitor account health and address issues before they escalate. - Gather and share client feedback to improve our products and service delivery. - Maintain accurate client data and engagement metrics in CRM systems. - Collaborate with cross-functional teams across time zones to drive high-quality outcomes. - Consistently meet or exceed client retention and satisfaction KPIs. Qualifications - 2–4 years of experience in customer success, account management, or client services (B2B, SaaS, fintech, or financial services preferred). - Excellent English communication skills (near-native fluency) — both written and spoken. - Strong attention to detail, organization, and accountability. - Comfortable working remotely with global teams and clients across different time zones. - Proficient with CRM tools (e.g., HubSpot, Salesforce), spreadsheets, and reporting dashboards. - Proactive and resourceful — you anticipate client needs and find creative solutions. - Interest in finance, private markets, or investment operations is a plus. - Based in the Philippines, accustomed to remote collaboration in an international environment. Benefits - We offer a competitive monthly package of $2,000 - $2,500 USD, depending on experience and communication proficiency. - Join a mission-driven team building the infrastructure behind global private markets. - Fully remote role with flexible hours and strong international exposure. - Opportunity to work closely with fund managers, allocators, and investors worldwide. - Collaborative, high-performance, and trust-based culture. - Room to grow into senior customer success or operations roles as Infra One scales.

• Partner with Enterprise Account Executive and Solution Engineering teams to onboard, train, and proactively drive adoption with our Enterprise customers • Proactively build relationships with customers to achieve loyalty and advocacy within their organization • Collaborate cross-functionally with internal Datadog teams (sales, support, enablement, product, finance, and legal) • Own and project manage the on-boarding process for new customers • Become a trusted advisor to the client and partner in building a clear and concise plan to meet their business goals • Monitor and analyze usage trends to uncover renewal risks and identify opportunity for contract growth/optimization

• 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!).