Customer Success Manager

This is a fully remote position, open to applicants in Utah.

📋 Description

• Oversee the complete renewal process for a significant portfolio of local government clients.

• Actively manage renewal schedules, recognize and address churn risks, and ensure timely renewals.

• Gain in-depth knowledge of Nearmap’s products and services from both technical and local government viewpoints.

• Spearhead initiatives for customer onboarding, product utilization, retention, and growth.

• Act as a trusted advisor to local government clients and cultivate relationships with key business decision-makers.

• Discover and develop upselling opportunities in collaboration with relevant teams.

• Provide customer service and support both independently and as part of a team.

• Work alongside Sales, Support, and Customer Experience teams to resolve customer issues and create scalable solutions.

• Keep precise account records in Salesforce.

• Close the feedback loop with customers based on survey results and offer insights to enhance services for the local government sector.

• Report directly to the Senior Director of Customer Success.

⛳️ Requirements

• A minimum of 4 years’ experience in Customer Success, Consulting, or technical pre-sales within a high-tech or SaaS environment.

• Established experience engaging with B2B audiences, ideally in a technology-focused company.

• Proven ability to align customer business processes with product functionalities.

• Strong organizational and time management capabilities to handle multiple account engagements concurrently.

• Exceptional interpersonal and communication skills, both oral and written.

• Proficient in Salesforce and Microsoft Office applications.

• Capacity to work independently, take initiative, and effectively prioritize using data-driven decision-making.

• Strong skills in executive engagement and the ability to build trusted advisory relationships with business decision-makers.

• Preferred: Experience within the Government or Public Sector field.

• Preferred: Knowledge of SaaS customer engagement, public sector pricing, and contract structures.

• Preferred: A successful track record in developing and implementing customer-centric strategies to enhance customer value from technology solutions.

• Preferred: Experience in managing escalations while collaborating with Sales and Support teams.

• Preferred: Strong commercial insight and relationship-building skills.

• Preferred: Excellent program management abilities that encompass creative problem-solving, business insight, and analytical skills.

• Preferred: Cultural awareness and a respect for diversity.

🏝️ Benefits

• Flexible time off.

• Four additional "YOU" days off each year.

• Generous parental leave policies for expanding families.

• Work from Overseas Policy—explore approved cities around the world while working.

• Discounted Private Health Insurance plans.

• A Nearmap subscription.

• Company-sponsored volunteer days.