Scaled Customer Success Manager

Company Description

The sky's not the limit at Nearmap.

Nearmap is the Australian-founded, global tech pioneer innovating the location intelligence game. Customers rely on Nearmap for consistent, reliable, high-resolution imagery, insights, and answers to create meaningful change in the world and propel industries forward. Harnessing its own patented camera systems, imagery capture, AI, geospatial tools, and advanced SaaS platforms, Nearmap stands as the definitive source of truth that shapes the liveable world.

Job Description

Empower Customers at Scale. Drive Adoption. Build Success. 🌟

We’re looking for a data-driven, digitally savvy Scaled Customer Success Manager to help us support and grow our digital-first customer segment. This is a high-impact role focused on delivering adoption, retention, and expansion at scale—using automation, data insights, and timely human engagement.

You’ll work cross-functionally with teams across Customer Success, Support, Sales, and Marketing to design and execute scalable customer success programs that deliver real value. If you’re passionate about making customers successful in a smart, data-informed, and tech-enabled way—this role is for you.

What You’ll Be Doing

• Support onboarding through scalable touchpoints, including in-app messaging, email, and weekly office hours
• Drive product adoption via enablement webinars, use-case playbooks, and lifecycle resources
• Identify upsell and cross-sell opportunities from product usage patterns and collaborate with account teams
• Actively mitigate churn by monitoring health scores and engaging at-risk customers
• Partner with Support on escalations and ensure customers are guided toward resolution
• Use Gainsight, Salesforce, and Looker to identify trends, opportunities, and risks across your book of business