Strategic Customer Success Manager, Insurance

Company Description

The sky's not the limit at Nearmap

We’re a SaaS company, with proprietary hardware and software that’s continuously advancing through our commitment to innovation. The sky’s 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.

Job Description

Reporting to the Director, Customer Success, you will be responsible for overseeing a high-value portfolio of customers and delivering comprehensive engagement strategies that foster long-term relationships, drive measurable business outcomes, and maximize customer success. You will bring advanced expertise to identify and address complex challenges, aligning customer needs with Nearmap’s strategic goals.

As a trusted partner, you will collaborate cross-functionally to develop and execute innovative customer-centric strategies, driving retention, growth, and customer advocacy at a strategic level. Your work will extend beyond day-to-day operations to include contributing to broader organizational objectives, influencing internal processes, and acting as a voice for customer priorities within the business.

Customer engagement, success, and retention will remain core to your responsibilities, but your strategic acumen will also be essential in shaping scalable approaches, solving complex issues, and developing creative solutions to ensure optimal outcomes for customers and Nearmap alike.

Key Responsibilities

Strategic Customer Retention & Success

• Serve as a trusted advisor to senior executives, guiding them on the strategic value of Nearmap products and driving key business outcomes.
• Develop and execute long-term customer success strategies that align with both customer objectives and Nearmap’s broader business goals.
• Identify and address complex business challenges, creating tailored solutions that meet customer needs and mitigate churn risks.
• Manage the customer lifecycle, from onboarding to renewal, ensuring customers achieve maximum value from Nearmap’s offerings.
• Leverage in-depth knowledge of Nearmap’s solutions to drive customer adoption, promote relevant use cases, and influence key decision-makers.
• Identify strategic growth opportunities within accounts and partner with Sales and other teams to unlock value and drive revenue growth.
• Act as the voice of the customer within Nearmap, providing insights and recommendations to Product, Marketing, and Sales teams to inform product enhancements and customer engagement strategies.
• Lead cross-functional initiatives to address complex customer challenges and elevate the overall customer experience.
• Collaborate with leadership and internal stakeholders to establish best practices for managing large-scale portfolios and high-value accounts.

Problem-Solving & Process Innovation

• Tackle complex customer scenarios requiring in-depth analysis and creative problem-solving.
• Evaluate and adapt existing processes to optimize customer success strategies, while identifying opportunities for scalability and innovation.
• Provide thought leadership on customer success methodologies, contributing to the development of new processes, policies, and frameworks.

Qualifications

Key Requirements

• Minimum 8+ years of experience in customer success, strategic consulting, or technical pre-sales within a SaaS or high-tech company.
• Proven ability to manage complex customer accounts, with experience influencing senior-level stakeholders and aligning customer strategies with business goals.
• Strong track record of solving complex business challenges, delivering innovative solutions, and driving measurable results.
• Expertise in creating and executing customer-centric strategies for high-value portfolios, focusing on retention, growth, and advocacy.
• Exceptional communication and persuasion skills, with the ability to engage and influence senior executives and cross-functional teams.
• Advanced problem-solving and decision-making abilities, leveraging data-driven insights and creative thinking to address complex scenarios.
• Strategic acumen and business judgment, with a focus on aligning customer outcomes to broader organizational objectives.
• Strong program management skills, with the ability to lead initiatives, manage competing priorities, and deliver results.
• Proficiency in Salesforce and other CRM platforms, with experience using data to inform customer strategies.
• Demonstrated leadership abilities, with a collaborative and empowering approach to driving customer success.
• Bachelor’s d