Remote Digital Customer Success Manager — Scale Adoption

Nearmap; Carlsbad (CA); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

YOU days off per year

Volunteering days

Parental leave

Work from Overseas Policy

Health insurance

Wellbeing and technology allowance

Nearmap subscription

Job summary

Nearmap is seeking a data-driven Digital Customer Success Manager to support and grow our digital-first customer base. You will drive adoption, retention, expansion and satisfaction by leveraging automation, usage data, and human-touch interventions at key moments in the customer journey.

You’ll collaborate across Customer Experience, Support, Sales, and Marketing to design scalable programs and execute initiatives that drive customer success at scale.

Qualifications

• 2–3 years of experience in Customer Success, Account Management, or SaaS support.
• Experience managing a high-volume book of business or in a scaled/digital CS function.
• Strong analytical skills and experience using CS tools like Gainsight, Looker, Salesforce.

Responsibilities

• Renewal Management: ensure on-time renewals and accurate renewal forecasting.
• Adoption & Engagement: lead monthly enablement webinars and host weekly office hours; analyze low-adoption accounts and create scalable resources.
• Onboarding & Enablement: monitor automation-driven emails and onboarding questions; refine onboarding journeys with human-touch messaging.
• Expansion & Growth: monitor usage for upsell opportunities; coordinate with account owners and product marketing for value-driven campaigns.
• Churn & Risk Mitigation: identify at-risk customers and engage with personalized outreach; manage subscriptions not on auto-renew.
• Compliance with Nearmap values and local statutory requirements.

Skills

Analytical thinking

Customer-facing communication

Process improvement

Tools

Gainsight

Salesforce

Looker

Job description

Nearmap is seeking a data-driven Digital Customer Success Manager to support and grow our digital-first customer base. You will drive adoption, retention, expansion and satisfaction by leveraging automation, usage data, and human-touch interventions at key moments in the customer journey.

You’ll collaborate across Customer Experience, Support, Sales, and Marketing to design scalable programs and execute initiatives that drive customer success at scale.