Customer Success Manager - Public Sector (Technology / SaaS)

About Nearmap

Nearmap revolutionizes how properties are understood by integrating advanced aerial imagery, AI-powered analytics, and geospatial tools for professionals involved in planning, construction, insurance, and governance. We believe in quickly transforming complex challenges into meaningful impact through innovative technology and a supportive culture.

Role Overview

Reporting to the Director of Customer Success, this position involves managing Government accounts within a diverse portfolio of mid-market and enterprise clients. Your role will focus on comprehensively understanding client needs, cultivating strong relationships, and delivering meaningful business outcomes through effective engagement and support.

Key Responsibilities

• Proactively deliver high-quality customer service to enhance satisfaction levels.
• Administer subscription renewals efficiently across a substantial account portfolio.
• Maintain accurate account insights in Salesforce, leveraging data to inform customer engagement strategies.
• Work alongside the Customer Experience team to implement scalable management techniques using marketing automation and customer experience tools.
• Act as a reliable advisor to clients, guiding them through onboarding, adoption, retention, and expansion efforts to maximize customer value.
• Detect and mitigate churn risks through proactive interventions to sustain strong customer retention.
• Collaborate across departments to resolve issues swiftly and cultivate growth opportunities.
• Identify and pursue upselling prospects in partnership with Sales teams.
• Encourage customer advocacy internally and externally to promote Nearmap’s products and services.

Required Experience and Qualifications

• Minimum of five years’ experience in customer success, consulting, or technical pre-sales within SaaS or technology sectors.
• Current experience in servicing clients within local, state, or federal government agencies.
• Skilled at aligning customer business workflows with product strengths and capabilities.
• Proven track record in shaping and executing customer-centric strategies to drive technology adoption and value.
• Experienced in managing concurrent account engagements and collaborating on escalation management with Sales and Support teams.

Core Competencies and Attributes

• Exceptional interpersonal and communication skills for engaging executive-level stakeholders.
• Strong negotiation abilities backed by data-informed decision-making and prioritization.
• Keen ability to spot growth opportunities and act decisively on them.
• Fluency in Salesforce and Microsoft Office suite.
• Excellent program management skills combining creativity, business insight, and analytical thinking.
• Self-driven with initiative and capability to thrive in dynamic, fast-paced settings.
• Culturally aware and appreciative of diversity within professional environments.

Additional Details

Location and Work Mode: This position is based at our Sydney office with a hybrid work arrangement requiring two in-office anchor days each week.

Employee Wellness and Benefits: Nearmap supports employees’ emotional, physical, and financial health through various initiatives including quarterly wellbeing days off, additional personal days, wellbeing and technology allowances, annual flu vaccinations, and free access to snacks and in-office lunches. Facilities include showers for active commuters and gym users.

Join Nearmap if you are passionate about creating lasting customer relationships and excelling in customer success strategies. Please note, unsolicited resumes from agencies are not accepted.