Job Title

Company DescriptionThe sky''s not the limit at Nearmap.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 liveable world.Job DescriptionJoin the future of Customer Success as a Scaled CSM, youll drive impact across thousands of customers through data, automation, and digital strategy.Empower Customers at Scale. Drive Adoption. Build Success. Were looking for a data-driven, digitally savvy Scaled Customer Success Manager to help us support and grow our digital-first customer segment. This is a high-impact role focused on delivering adoption, retention, and expansion at scaleusing automation, data insights, and timely human engagement.Youll work cross-functionally with teams across Customer Success, Support, Sales, and Marketing to design and execute scalable customer success programs that deliver real value. If youre passionate about making customers successful in a smart, data-informed, and tech-enabled waythis role is for you.What Youll Be DoingOnboarding & EnablementMonitor and respond to automation-driven emails, in-app onboarding questions, and survey responses (NPS, CSAT).Host weekly office hours and ensure relevant attendance and engagement.Partner with Product Marketing to refine onboarding journeys and human-touch messaging.Develop and lead monthly enablement webinars tied to use cases and feature adoption.Analyse 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.Expansion & GrowthMonitor 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 250MB to 500MB).Partner with Product Marketing to create value sell content and campaigns that drive cross-sell and upsell motions.Adoption & EngagementDevelop and lead monthly enablement webinars tied to use cases and feature adoptionAnalyse low-adoption accounts and design enablement playbooks to improve usage..Expansion & GrowthMonitor 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 250MB to 500MB).Partner with Product Marketing to create value sell content and campaigns that drive cross-sell and upsell motions.Create and iterate on scalable resources (e.g., videos, articles, email sequences) to accelerate adoption.Churn & Risk MitigationProactively 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.Customer Support PartnershipServe as a liaison for support-requested quotes, enablement, and training.Manage support escalations related to pricing objections, feature gaps, or technical challenges.Track and resolve at-risk situations flagged by Support, ensuring alignment with renewal and success strategies.QualificationsWhat Youll Bring13 years experience in Customer Success, Account Management, or SaaS supportExperience working with a large, digitally managed customer baseStrong analytical skills and hands-on experience with CS platforms (Gainsight, Looker, Salesforce)Excellent communication skills and customer-first mindsetPassion for automation, scalable programs, and delivering outcomes at volumeBonus Points For: Gainsight certification or experience with scaled CS modelsExperience running webinars, workshops, or digital enablement programsLifecycle automation or customer journey mapping experienceReady to Scale Customer Success with Us?Apply now and help shape the future of how we deliver customer valuedigitally, intelligently, and at scale.Additional InformationWhy you''ll love working at Nearmap:Were a SaaS company, with proprietary hardware and software thats continuously advancing through our commitment to innovation. The skys 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.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. Were proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.Quarterly YOU Days: four additional days off per year for anything YOUPaid Volunteer Days: two and a half days per yearNearmap Days: additional days off after every two years of serviceGenerous parental leave policies for growing familiesAnnual flu vaccinations, Skin Checks & Full Medical ChecksAccess to Private Health Insurance corporate discountsTech & Wellbeing allowanceReal Hybrid flexibility (Absolutely no set days in the office!)Catered in office lunchesQuarterly Parties hosted by Nearmap at amazing venuesLinkedIn Learning License: access to unlimited coursesA Nearmap subscription of course!With us, you can map your career, and see where our journey might take you.There is so much complex and interesting work to be challenged and inspired by, you might be surprised by the pathways you find & weve got so much more to share with you. Apply with us today! #J-18808-Ljbffr