Customer Success Manager (Public Sector) - Tech / SaaS

Nearmap; Sydney; 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

Snacks and in-office lunch days

Job summary

Nearmap, based in Sydney, Australia, is seeking an experienced Customer Success leader to manage government accounts in mid-market and enterprise segments. The role focuses on retention, expansion, and delivering measurable outcomes by aligning product capabilities with customer goals.

You will own the renewals lifecycle, drive adoption, and collaborate with Sales to identify upsell opportunities while maintaining high customer satisfaction across a large portfolio.

Qualifications

• 5+ years of experience in customer success, consulting, or technical pre-sales in a SaaS or high-tech company.
• Recent experience serving government sectors (LGAs, State or Federal).
• Proven ability to map customer business processes to product capabilities.
• Demonstrated success in developing customer-centric strategies to maximize value from technology solutions.
• Experience managing multiple account engagements and escalations with Sales/Support.

Responsibilities

• Provide proactive customer service to drive satisfaction.
• Manage renewals for a large portfolio with smooth process.
• Maintain up-to-date account intelligence in Salesforce.
• Collaborate with Customer Experience and marketing automation teams.
• Guide customers through onboarding, adoption, retention and growth initiatives.
• Identify churn risks and implement proactive retention measures.
• Collaborate cross-functionally to resolve issues and support growth opportunities.
• Partner with Sales to identify and develop upsell opportunities.
• Nurture customer advocacy to promote Nearmap.

Skills

Customer success

Stakeholder management

Account renewals

Churn risk management

Cross-functional collaboration

Data-driven decision making

Tools

Salesforce

Microsoft 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 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.
• 5+ years of experience in customer success, consulting, or technical pre-sales in a SaaS or high‑tech company.
• Recent experience serving customers in the LGA, State or Federal Government sectors
• 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 LAC)
• Experience owning the end to end renewals cycle
• Strong interpersonal and communication skills, with the ability to engage and build relationships with executive stakeholders.
• 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.
• 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 in our Sydney, Australia office, hybrid, with two anchor days in the office each week.

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.

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.

Learn More About The Work We Do

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