Director, Customer Success (15 month FTH)
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Job Location:
Monthly Salary:
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
Were looking for an exceptional Director Customer Success ANZ to lead and grow our Customer Success team across Australia and New Zealand. This is a senior leadership role with real scope youll shape the strategy build the frameworks and directly coach a team of CSMs covering SMB through to Enterprise and Government accounts.
Sitting within our ANZ GTM leadership team and working closely with the VP of Customer Success youll be the driving force behind customer retention satisfaction and growth across our ANZ portfolio. If youre someone who loves building strong customer relationships developing high-performing teams and translating customer insight into commercial impact this role was made for you.
What Youll Do
Strategy & Execution
- Partner with the VP of Customer Success to develop and execute a globally consistent CS strategy for the ANZ market
- Build and refine engagement models for a tiered CSM structure including onboarding health checks strategic reviews churn monitoring upsell alerts and renewal strategies
- Monitor and interpret customer metrics across the full lifecycle and translate insights into actionable business reporting
Customer Success
- Champion exceptional customer satisfaction across the entire ANZ account portfolio
- Develop customer-centric account plans and communicate progress clearly to internal and external stakeholders
- Act as a trusted advisor building deep long-lasting relationships with executive sponsors and key accounts
- Drive product adoption retention and growth initiatives to maximise customer lifetime value
- Collaborate with Sales on strategic account planning territory priorities and cross-sell/upsell opportunities
Team Leadership
- Lead coach and mentor the ANZ CSM team across all customer segments (SMB Commercial Enterprise Government)
- Set clear objectives and KPIs hold team members accountable and support their professional development
- Facilitate regular team meetings to share knowledge celebrate wins resolve challenges and deliver training
- Ensure thorough and effective onboarding for all new team members
- Help the team navigate escalations and complex customer issues by coordinating across internal and external partners
Qualifications :
What Youll Bring
Experience
- 15 years in a customer success or key account management role within a high-tech or SaaS environment
- Proven experience leading and developing teams across multiple seniority levels
- Strong track record in coaching mentoring and people development
- Demonstrated ability to build and execute customer-centric strategies that drive measurable commercial outcomes
- Experience managing escalations in collaboration with Sales and Support
- B2B experience ideally within a technology company
Skills
- Authentic people-first leadership with genuine passion for developing talent
- Excellent communicator confident clear and credible with both customers and internal stakeholders
- Strong commercial acumen with the ability to identify and act on growth opportunities
- Skilled negotiator with the ability to prioritise effectively in a fast-moving environment
- Proficient in Salesforce and Microsoft Office
- Strong program management skills with a blend of analytical thinking and creative problem solving
- Self-directed and comfortable working autonomously
Additional Information :
Why youll love working at Nearmap:
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.
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.
- Work from Overseas Policyexplore the world in the approved list of cities while you work!
- Discounted Private Health Insurance plans.
- Monthly wellbeing and technology allowance.
- Annual flu vaccinations and skin checks.
- Hybrid flexibilitytruly flexible with no mandatory office days!
- A Nearmap subscription (naturally!).
- Unlimited snacks drinks and weekly catered lunches at the office
- Showers available for cyclists and gym enthusiasts.
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 :
No
Employment Type :
Full-time
Key Skills
About Company
The 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 ... View more
