Digital Customer Success Manager (CSM)

Company Description

Nearmap is the Australian-founded, global tech pioneer innovating the location intelligence game. Customers rely on Nearmap for consistent, reliable, high-resolution imagery, insights, and answers to create meaningful change in the world and propel industries forward. Harnessing its own patented camera systems, imagery capture, AI, geospatial tools, and advanced SaaS platforms, Nearmap stands as the definitive source of truth that shapes the livable world.

Role Location: Fully remote within the continental United States.

Job Description

About the Role

We are looking for a data-driven, customer-obsessed Digital Customer Success Manager (CSM) to support and grow our digital-first customer segment. This role is focused on driving adoption, retention, expansion, and satisfaction for our scaled customer base by leveraging automation, usage data, and human-touch interventions at key moments in the customer journey. You’ll work cross-functionally with Customer Experience, Support, Sales, and Marketing to identify gaps, design scalable solutions, and execute programs that drive customer success at scale.

Key Responsibilities

Renewal Management

• Ensure on-time renewals and accurate renewal forecasting across assigned accounts
• Renewal quote creation, negotiations, and churn mitigation

Adoption & Engagement

• Develop and lead monthly enablement webinars tied to use cases and feature adoption.
• Host weekly office hours and ensure relevant attendance and engagement.
• Analyze low-adoption accounts and design enablement playbooks to improve usage.
• Create and iterate on scalable resources (e.g., videos, articles, email sequences) to accelerate adoption.

Onboarding & Enablement

• Monitor and respond to automation-driven emails, in-app onboarding questions, and survey responses (NPS, CSAT).
• Partner with Customer Enablement to refine onboarding journeys and human-touch messaging.

Expansion & Growth

• Monitor product usage to identify high-potential upsell opportunities and coordinate with account owners.
• Surface expansion opportunities from product overages and usage patterns (e.g., upgrade plans from 500MB to 2GB).
• Partner with Product Marketing to create “value sell” content and campaigns that drive cross-sell and upsell motions.

Churn & Risk Mitigation

• Proactively identify and engage with at-risk customers via personalized outreach and playbooks.
• Flag and manage subscriptions not on auto-renew, engaging at least 60 days before renewal.
• Update customer health scores manually when risk indicators are present outside of automated tracking.

Compliance with Nearmap values, policies and standards, and ensure compliance with all local statutory requirements.

• Complies with responsibilities of working for a private 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.

Qualifications

Key Requirements

Goals & Success Metrics

• Adoption: Drive increase in monthly active users
• Churn: Maintain an annual gross recurring revenue of 99%
• Expansion: Generate and assist in closing upsell opportunities from usage insights.
• Engagement: host weekly office hours, run recurring webinars
• Retention & Health: Respond to 100% of detractor NPS and low CSAT within SLA; maintain or improve NRR and NPS scores

Tools & Collaboration

• Gainsight & Salesforce: Leverage workflows, reports, and health scoring to manage digital success motions.
• Looker & Internal Dashboards: Use data insights to identify trends, opportunities, and risk factors.
• Collaborate with:
• Data & Operations for reporting and automation.
• Customer Marketing for webinars, office hours, enablement resources, email campaigns.
• Support & Customer Success Managers for customer escalations and retention strategy.

Experience

• 2-3 years experience in Customer Success, Account Management, or SaaS Support roles.
• Experience managing a high-volume book of business or working in a scaled/digital CS function.
• Strong analytical skills and experience using CS tools like Gainsight, Looker, Salesforce.
• Excellent written and verbal communication.
• Passion for customer success and operational efficiency.

Preferred

• Gainsight certification or familiarity with digital success models.
• Experience running webinars or workshops.
• Experience with customer lifecycle automation or programmatic engagement strategies.

Additional Information

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.

Nearmap offers:

• In addition to flexible time off, 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.
• A Nearmap subscription (naturally!).

Learn More About The Work We Do:

Thanks, but we got this! 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.