Associate Customer Success Manager - Japanese Speaking

The Eca International Group; Sydney; Hybrid; AUD 100,000 - 140,000; Full time

Benefits offered by this job

Quarterly wellbeing day off

Wellbeing allowance

Hybrid flexibility

Nearmap subscription

Stocked kitchen with snacks

In‑office lunch Tue/Thu in Sydney CBD

Shower facilities

Job summary

Nearmap is seeking a Customer Success Manager for the Public Sector to manage government accounts, drive renewals, and expand relationships across mid‑market and enterprise portfolios. You will serve as a trusted advisor, ensuring customer satisfaction and retention while collaborating with Sales to unlock growth opportunities.

You will oversee extensive account activity, mapping business processes to product capabilities and leveraging data to inform engagement strategies.

Qualifications

• Recent experience managing accounts in the public sector (Preferably State / LAC)
• Experience owning the end to end renewals cycle
• Experience managing a large book of business - more than 50 accounts
• Excellent negotiation and decision‑making skills, with a data‑driven approach to prioritisation
• Ability to identify and act on growth opportunities
• Proficiency in Salesforce and Microsoft Office tools
• Exceptional program management skills, combining creative problem‑solving, business acumen, and analytical aptitude
• Strong interpersonal and communication skills, with the ability to engage and build relationships with executive stakeholders
• Ability to work independently, take initiative, and thrive in a fast‑paced environment
• Cultural awareness and appreciation for diversity in professional settings

Responsibilities

• Provide proactive customer service and support to drive customer satisfaction.
• Manage subscription renewals for a large portfolio, ensuring a smooth and efficient process.
• Maintain up-to-date account intelligence in Salesforce and leverage customer data to inform engagement strategies.
• Collaborate with the Customer Experience team to develop scalable approaches for managing a large portfolio using customer experience and marketing automation techniques.
• Serve as a trusted advisor to customers, guiding them through onboarding, product adoption, retention, and growth initiatives to optimise customer lifetime value.
• Identify churn risks and implement proactive measures to address them, ensuring high levels of retention.
• Collaborate cross‑functionally to resolve customer issues and support growth opportunities.
• Partner with Sales teams to identify and develop upsell opportunities.
• Actively nurture customer advocacy, encouraging customers to promote Nearmap both internally and externally.
• Proven ability to map customer business processes to product capabilities.
• Demonstrated success in developing and executing customer‑centric strategies to maximise value from technology solutions.
• Experience managing multiple account engagements and handling escalations in collaboration with Sales and Support teams.

Job description

Customer Success Manager (Public Sector) - Tech / SaaS

Property intelligence is reshaping how the world understands the built environment, and Nearmap is driving that. We put powerful aerial imagery, AI-driven analytics, and geospatial tools into the hands of the people who plan, build, insure, and govern the places we all live and work. Our technology turns property uncertainty into decisive action, and our culture brings out the best in the people who build it.

We move fast, we care about craft, and we’re proud of what we’re building. If you’re energised by turning hard problems into real-world impact, we’d love to meet you.

Reporting to the Director of Customer Success, you will be responsible for managing Government Accounts (State and LAC) in mid‑market and enterprise portfolio of accounts, understanding customer needs, and delivering comprehensive engagement to foster strong relationships and measurable business outcomes. You will serve as a trusted advisor, ensuring high levels of customer satisfaction and loyalty while driving customer retention and growth.

You will oversee a large portfolio, identifying churn risks and growth opportunities at scale, engaging with key customer contacts, managing the customer lifecycle from onboarding to renewal, and collaborating with the sales team to expand accounts. You will develop deep expertise in Nearmap’s products and services, using this knowledge to support and guide customers in maximising the value of their investment in our solutions.

Key Responsibilities

• Provide proactive customer service and support to drive customer satisfaction.
• Manage subscription renewals for a large portfolio, ensuring a smooth and efficient process.
• Maintain up-to-date account intelligence in Salesforce and leverage customer data to inform engagement strategies.
• Collaborate with the Customer Experience team to develop scalable approaches for managing a large portfolio using customer experience and marketing automation techniques.
• Serve as a trusted advisor to customers, guiding them through onboarding, product adoption, retention, and growth initiatives to optimise customer lifetime value.
• Identify churn risks and implement proactive measures to address them, ensuring high levels of retention.
• Collaborate cross‑functionally to resolve customer issues and support growth opportunities.
• Partner with Sales teams to identify and develop upsell opportunities.
• Actively nurture customer advocacy, encouraging customers to promote Nearmap both internally and externally.
• Proven ability to map customer business processes to product capabilities.
• Demonstrated success in developing and executing customer‑centric strategies to maximise value from technology solutions.
• Experience managing multiple account engagements and handling escalations in collaboration with Sales and Support teams.

Qualifications

• Recent experience managing accounts in the public sector (Preferably State / LAC)
• Experience owning the end to end renewals cycle
• Experience managing a large book of business - more than 50 accounts
• Excellent negotiation and decision‑making skills, with a data‑driven approach to prioritisation.
• Ability to identify and act on growth opportunities.
• Proficiency in Salesforce and Microsoft Office tools.
• Exceptional program management skills, combining creative problem‑solving, business acumen, and analytical aptitude.
• Strong interpersonal and communication skills, with the ability to engage and build relationships with executive stakeholders.
• Ability to work independently, take initiative, and thrive in a fast‑paced environment.
• Cultural awareness and appreciation for diversity in professional settings.

Additional Information

Ways of Working

This role is based either in our Sydney office in a hybrid capacity, or we are also open to a remote employee based in the Australian East Coast with some anchor days in our Sydney office.

Some of our Benefits

• Quarterly wellbeing day off, four additional days off annually for your ‘YOU’ Days
• Wellbeing and technology allowance
• Hybrid flexibility for this role
• Nearmap subscription (of course!)
• Stocked kitchen with access to all the snacks you need
• In‑office lunch every Tuesday and Thursday at our Sydney CBD office
• Showers available for anyone cycling to work or lunchtime gym‑goers!

Why you'll love working at Nearmap

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

Location and Travel

This is a full‑time, Sydney‑based position with hybrid working arrangements and regular attendance at the Nearmap office. Travel within Australia and occasional travel to New Zealand will be required for customer meetings, partner engagement, training and industry events.

Containment of Duplicate Content

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