Digital Customer Success Manager (CSM)

Carlsbad, CA - USA

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

About the Role

We are looking for a data-driven customer-obsessed Digital Customer Success Manager (CSM) to support and grow our digital-first customer segment. This role is focused on driving adoption retention expansion and satisfaction for our scaled customer base by leveraging automation usage data and human-touch interventions at key moments in the customer journey. Youll work cross-functionally with Customer Experience Support Sales and Marketing to identify gaps design scalable solutions and execute programs that drive customer success at scale.

Key Responsibilities

Renewal Management

Ensure on-time renewals and accurate renewal forecasting across assigned accounts
Renewal quote creation negotiations and churn mitigation

Adoption & Engagement

Develop and lead monthly enablement webinars tied to use cases and feature adoption.
Host weekly office hours and ensure relevant attendance and engagement.
Analyze 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.

Onboarding & Enablement

Monitor and respond to automation-driven emails in-app onboarding questions and survey responses (NPS CSAT).
Partner with Customer Enablement to refine onboarding journeys and human-touch messaging.

Expansion & Growth

Monitor 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 500MB to 2GB).
Partner with Product Marketing to create value sell content and campaigns that drive cross-sell and upsell motions.

Churn & Risk Mitigation

Proactively 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.

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

Complies with responsibilities of working for a private company.
Complies with all local legislative requirements.
Adheres to company guidelines and the corporate Code of Conduct.
Where appropriate keeps up to date with legislative requirements.
Acts in an ethical way when dealing with company assets and other people.

Qualifications :

Key Requirements

Goals & Success Metrics

Adoption: Drive increase in monthly active users
Churn: Maintain an annual gross recurring revenue of 99%
Expansion: Generate and assist in closing upsell opportunities from usage insights.
Engagement: host weekly office hours run recurring webinars
Retention & Health: Respond to 100% of detractor NPS and low CSAT within SLA; maintain or improve NRR and NPS scores

Tools & Collaboration

Gainsight & Salesforce: Leverage workflows reports and health scoring to manage digital success motions.
Looker & Internal Dashboards: Use data insights to identify trends opportunities and risk factors.
Collaborate with:
Data & Operations for reporting and automation.
Customer Marketing for webinars office hours enablement resources email campaigns.
Support & Customer Success Managers for customer escalations and retention strategy.

Experience

2-3 years experience in Customer Success Account Management or SaaS Support roles.
Experience managing a high-volume book of business or working in a scaled/digital CS function.
Strong analytical skills and experience using CS tools like Gainsight Looker Salesforce.
Excellent written and verbal communication.
Passion for customer success and operational efficiency.

Preferred

Gainsight certification or familiarity with digital success models.
Experience running webinars or workshops.
Experience with customer lifecycle automation or programmatic engagement strategies.

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.

Nearmap offers:

In addition to flexible time off Nearmap offers 4 extra YOU days off each year - take a break no questions asked!
Company-sponsored volunteering days to give back.
Generous parental leave policies for growing families.
Work from Overseas Policy - explore the world in the approved list of cities while you work!
Discounted Private Health Insurance plans.
Monthly wellbeing and technology allowance.
A Nearmap subscription (naturally!).

Learn More About The Work We Do:

YouTube Page

LinkedIn Page

Thanks but we got this! 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

About the RoleWe are looking for a data-driven customer-obsessed Digital Customer Success Manager (CSM) to support and grow our digital-first customer segment. This role is focused on driving adoption retention expansion and satisfaction for our scaled customer base by leveraging automation usage da...