Sr Director, Customer Success

Company Description

The sky's not the limit at Nearmap

We’re a SaaS company, with proprietary hardware and software that’s continuously advancing through our commitment to innovation. The sky’s the limit when it comes to what we can and plan to do for our customers. Our imagery is just the starting point. Our impact comes from our people, applying complex analysis, interpretation and artificial intelligence that opens up all sorts of possibilities for our customers.

Reporting into the SVP, Global Customer Success, the Director of Customer Success is responsible for retaining, delighting, and growing our Insurance customer base, as well as ensuring the success of the Customer Success Managers (CSMs). This role includes establishing operational objectives, policies, and procedures that affect immediate and, at times, company‑wide operations. You will guide the US CSMs, setting clear frameworks and providing the necessary tools to deliver their best work.

The role also requires anticipating churn risks, fostering upsell opportunities, and driving loyalty by managing multiple priorities that directly impact the medium‑term results of both your team and the business.

The Director will collaborate with cross‑functional teams to solve strategic issues, monitor customer satisfaction, and align with organizational objectives. This involves ensuring that customer metrics and success outcomes are met, which could directly affect timelines and operations across the broader organization.

• Strategic Leadership:
  Establish operational objectives, policies, and frameworks for the CSM organization. Collaborate with the VP, Customer Success, to develop tools, strategies, and work plans for the team. These decisions will have a medium to long‑term impact on team performance.
• Customer Centricity:
  Develop customer‑centric account plans that ensure satisfaction throughout the customer lifecycle, ensuring proactive communication of progress internally and externally.
• Operational Oversight:
  Set up engagement models for a tiered CSM structure, including customer care elements like onboarding, implementation, health check‑ins, strategic reviews, churn monitoring, upsell alerts, and renewal strategies.
• Trend Analysis:
  Monitor, analyze, and interpret customer metrics at all stages, providing feedback to adjust internal strategies and improve customer retention.

• Customer Satisfaction:
  Ensure the highest levels of customer satisfaction across all client accounts, working closely with stakeholders to nurture advocacy and retain customers.
• Value Delivery:
  Promote customer satisfaction by identifying evolving needs and ensuring business outcomes exceed expectations.
• Customer Success Advocacy:
  Drive success through initial onboarding, clarifying success metrics, and fostering growth in product adoption and retention. This ensures customer lifetime value is maximized.

• Leadership & Mentorship:
  Provide day‑to‑day management and mentorship to US CSMs, overseeing multiple disciplines and maintaining clear KPIs and objectives. This includes team conflict resolution, improving cross‑functional collaboration, and acting as a trusted advisor to both the team and senior leadership.
• Team Development:
  Identify training needs, provide development resources, and champion the core values of Nearmap to ensure the team remains aligned with company‑wide goals.
• Decision Making:
  Accountable for significant decisions that directly affect team operations and broader company goals. Erroneous decisions could lead to critical delays or impact business activities.

• Cross‑Departmental Engagement:
  Liaise with regional Sales teams to create and execute account strategies and collaborate with the Customer Experience and Sales teams to develop solutions for strategic customers.
• Strategic Projects:
  Oversee larger projects with company‑wide implications, applying in‑depth knowledge of the organizational objectives to steer results and enhance customer value.

• Experien…