Customer Success Manager (Public Sector) - Tech / SaaS

Nearmap; Melbourne; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Quarterly wellbeing day off

Wellbeing and technology allowance

Annual flu vaccinations

Hybrid flexibility for this role

Nearmap subscription

Stocked kitchen with snacks

In-office lunch on Tue & Thu in Sydney

Showers for cyclists

Job summary

Nearmap is seeking a Senior Customer Success Manager to lead Government Accounts in our mid-market and enterprise portfolio. Reporting to the Director of Customer Success, you will own renewals, expand opportunities, and ensure high satisfaction across State and Local Authority clients.

You’ll map client needs to Nearmap’s aerial imagery and analytics, maintain account intelligence in Salesforce, collaborate with Sales and Experience teams, and drive retention through proactive engagement.

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 optimize 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 maximize value from technology solutions.
• Experience managing multiple account engagements and handling escalations in collaboration with Sales and Support teams.

Skills

Negotiation

Executive stakeholder management

Account management

Data-driven prioritisation

Salesforce proficiency

Microsoft Office

Program management

Relationship building

Tools

Salesforce

MS Office

Job description

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.

The sky's not the limit at Nearmap.

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.

Job Description

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 optimize 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 maximize value from technology solutions.
• Experience managing multiple account engagements and handling escalations in collaboration with Sales and Support teams.

Qualifications

Requirements

• 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

Ready to make a significant impact in customer success? Apply now and join us in driving excellence in customer engagement and retention!

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

Nearmap takes a holistic approach to our employees' emotional, physical, and financial wellness. Some of our current benefits include:

• Quarterly wellbeing day off, four additional days off annually for your 'YOU' Days
• Wellbeing and technology allowance
• Annual flu vaccinations
• 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!

Working at Nearmap

We move fast, we care about craft, and we're proud of what we're building. If you're energised by turning strategy into pipeline and building real relationships with sales, we'd love to meet you.

If you can see yourself working at Nearmap and feel you have the right level of experience, we invite you to get in touch.

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.

Some of our benefits

Nearmap takes a holistic approach to our employees’ emotional, physical and financial wellness. Some of our current benefits include:

• Quarterly wellbeing day off - Four additional days off annually for your 'YOU' Days
• Wellbeing and technology allowance
• Annual flu vaccinations
• 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.

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