Strategic Customer Success Manager, Insurance

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 Nearmaps 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 Nearmaps 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 Nearmaps offerings.
• Leverage in-depth knowledge of Nearmaps 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.
• Bachelors degree required; advanced degree preferred.

Additional Information :

Why youll love working at Nearmap:

We move fast and work smart; often wearing multiple hats. Were proud of our inclusive supportive culture and maintain a safe environment where everyone feels a sense of belonging and can be themselves.

In addition to your annual leave Nearmap offers:

• 4 extra YOU days off each yeartake a break no questions asked!
• Company-sponsored volunteering days to give back.
• Generous parental leave policies for growing families.
• Access to LinkedIn Learning for continuous growth.
• Discounted Health Insurance plans.
• Monthly technology allowance.
• Annual flu vaccinations and skin checks.
• Hybrid flexibility
• A Nearmap subscription (naturally!).

At Nearmap you can chart your own career path and see where our journey together might take you. With complex and fascinating work to challenge and inspire you you might be surprised by the opportunities you discover. Weve got so much more to sharecome and explore with us!

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.

Remote Work :

Yes

Employment Type :

Full-time