Senior Director, Customer Success, Commercial and Government

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.

Job Description

Location: This position is fully remote within the continental United States.

Reporting into the SVP, Customer Success, the Director of Customer Success is responsible for retaining, delighting, and growing our Commercial and Government customer base, as well as ensuring the success of the Customer Success Managers (CSMs). This role includes establishing operational objectives, policies, and procedures that affect immediate and, at times, company-wide operations. You will guide the CSMs in these verticals, setting clear frameworks and providing the necessary tools to deliver their best work. The role also requires anticipating churn risks, fostering upsell opportunities, and driving loyalty by managing multiple priorities that directly impact the medium-term results of both your team and the business. 

The Director will collaborate with cross-functional teams to solve strategic issues, monitor customer satisfaction, and align with organizational objectives. This involves ensuring that customer metrics and success outcomes are met, which could directly affect timelines and operations across the broader organization. 

Key Responsibilities

Build and plan CSM strategy & frameworks 

• Strategic Leadership: Establish operational objectives, policies, and frameworks for the CSM organization. Collaborate with the SVP, Customer Success, to develop tools, strategies, and work plans for the team. These decisions will have a medium to long-term impact on team performance. 
• Customer Centricity: Develop customer-centric account plans that ensure satisfaction throughout the customer lifecycle, ensuring proactive communication of progress internally and externally. 
• Operational Oversight: Set up engagement models for a tiered CSM structure, including customer care elements like onboarding, implementation, health check-ins, strategic reviews, churn monitoring, upsell alerts, and renewal strategies. 
• Trend Analysis: Monitor, analyze, and interpret customer metrics at all stages, providing feedback to adjust internal strategies and improve customer retention. 

Retain and delight our customers 

• Customer Satisfaction: Ensure the highest levels of customer satisfaction across all client accounts, working closely with stakeholders to nurture advocacy and retain customers. 
• Value Delivery: Promote customer satisfaction by identifying evolving needs and ensuring business outcomes exceed expectations. 
• Customer Success Advocacy: Drive success through initial onboarding, clarifying success metrics, and fostering growth in product adoption and retention. This ensures customer lifetime value is maximized. 

Lead and manage a high performing team 

• Leadership & Mentorship: Provide day-to-day management and mentorship to US CSMs, overseeing multiple disciplines and maintaining clear KPIs and objectives. This includes team conflict resolution, improving cross-functional collaboration, and acting as a trusted advisor to both the team and senior leadership 
• Team Development: Identify training needs, provide development resources, and champion the core values of Nearmap to ensure the team remains aligned with company-wide goals. 
• Decision Making: Accountable for significant decisions that directly affect team operations and broader company goals. Erroneous decisions could lead to critical delays or impact business activities. 

Strategic Collaboration 

• Cross-Departmental Engagement: Liaise with regional Sales teams to create and execute account strategies and collaborate with the Customer Experience and Sales teams to develop solutions for strategic customers. 
• Strategic Projects: Oversee larger projects with company-wide implications, applying in-depth knowledge of the organizational objectives to steer results and enhance customer value. 

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

• Adhere to company guidelines and the corporate Code of Conduct 
• Act in an ethical way when d