Director, Customer Success

The sky's not the limit at Nearmap

We’re a SaaS company, with proprietary hardware and software that’s continuously advancing through our commitment to innovation. The sky’s the limit when it comes to what we can and plan to do for our customers. Our imagery is just the starting point. Our impact comes from our people, applying complex analysis, interpretation and artificial intelligence that opens up all sorts of possibilities for our customers.

As our Director, Customer Success ANZ you will provide leadership, coaching and mentorship to our CSM Team in Australia/NZ. In collaboration with VP Customer Success and the ANZ GTM Leadership Team, you will strategize, plan and execute on our CSM program to retain, delight, and grow our customer base as well as the successes of our Customer Success Managers. You will manage the ANZ CSM’s, align the team with overall business priorities and strategies and will help the team members be powerful advocates that ensure a high level of customer satisfaction across the entire account portfolio and whole customer lifecycle.

The CSMs key responsibilities are to (1) ensure an exceptional customer retention based on a deep understanding of the customer and relationship with Nearmap, a strong product adoption and a high customer satisfaction as well as (2) to contribute to business growth and (3) be a strong voice of the customer at Nearmap internally.

As your Director, Customer Success ANZ, your main objectives are customer retention, customer satisfaction and business growth. You are responsible for providing the CSM’s the right tools, support, frameworks and leadership, consistent with our global CS approach, to deliver their best work and help them identify churn risks and mitigate those as well as identify upsell opportunities to collaborate with relevant stakeholders on to achieve quantifiable business impact.

Key Responsibilities;

• Collaborate with the VP of Customer Success on the strategy and frameworks for the CSM organisation to ensure a globally consistent approach
• Develop customer centric account plans to ensure customer satisfaction thoughout the customer lifecycle and communicate the progress of your account plans internally and externally
• Set up the frameworks and engagement models for a tiered CSM structure and customer care elements (such as onboarding and implementation support, health check-ins, strategic reviews, churn monitoring, upsell alerts, renewal strategies, etc.).
• Monitor, analyze and interpret trends in customer metrics at every stage of the customer journey and report back to business.
• Liaise with the respective regional Sales teams on key account strategy, portfolios, territory planning and targets.
• Collaborate with the Sales team on account strategy development for strategic customers, understanding and defining customer vision and strategy for maximizing their investment in Nearmap products.
• Ensure highest level of customer satisfaction across all client accounts and nuture customers for advocacy.
• Promote client satisfaction and loyalty by understanding each business’s unique (and evolving) needs, delivering value and exceeding expectations.
• Help drive customer success through initial on-boarding and clarification of success metrics with the customer, product adoption, retention and growth initiatives to maximize customer value and investment and optimize customer lifetime value.
• Be a trusted and knowledgeable advisor and build strong and long-lasting customer relationships.
• Support ambitious business growth through deepened relationships with customers, a strong understanding of use cases and identification of and collaboration on cross-/and upsell opportunities.
• Provide leadership, mentoring and day to day management to AU CSM team  all levels (SMB, Commercial, Enterprise, Government)
• Help CSM team lead and solve conflicts affecting the customer by coordinating, facilitating and operating across internal and external cross-functional partners and relationships to improve and advocate for customer experience.
• Champion the culture and core values of Nearmap
• Hold team members accountable with clear objectives & KPls.
• Ensure effective and complete onboarding of all new employees.
• Facilitate regular meetings to discuss issues, share knowledge, share achievements, and provide training and direction.
• Identify training and development needs and provide the resources needed to develop team members.
• Complies with responsibilities of working for a public company.
• Complies with all local legislative requirements.
• Adheres to company guidelines and the corporate Code of Conduct.
• Where appropriate keeps up to date with legislative requirements.
• Acts in an ethical way when dealing with company assets and other people.

Experience

• Experience working with B2B audiences, preferably with a technology company.
• 15+ years’ experience in a customer success or key account management role in a high-tech company or SaaS environment.
• Team management, preferably working with all levels of seniority in the team
• Coaching and mentoring
• Stakeholder management (internal + external)
• Experience with escalation management working with Sales, and Support.
• Experience in developing and executing customer centric strategies and plans on assigned accounts to maximise the customer value from technology solutions.

Skills

• Excellent intrapersonal skills with the ability to articulate verbally and in written form with customers and internal stakeholders.
• Strong negotiation skills and ability to prioritise effectively.
• Authentic leadership and passion in people development
• Excellent at building trusted relationships with executive sponsors and customers.
• Strong commercial acumen, proven ability to build and maintain relationships.
• Salesforce competence and Microsoft office skills
• Excellent program management skills, with a unique blend of creative problem solving, business acumen, and analytical aptitude.
• Able to work autonomously and take initiative

Why you'll love working at Nearmap:

We move fast and work smart; often wearing multiple hats. We adapted to remote working with ease and are continually looking at ways to improve. We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.

In addition to your annual leave, Nearmap offers:

• 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!
• 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.