Senior Manager, Customer Success, Insurance

Nearmap is unique. A global technology company with incredible people; a market-leader with energy and spirit. Nearmap was named as one of the world’s 10 Most Innovative Companies of 2020 by Fast Company magazine – and we are growing!

What we do
We provide easy, instant access to high-resolution aerial imagery, city-scale 3D content, AI datasets and integrated geospatial tools, with wide-scale coverage across the USA, Canada, Australia and New Zealand. At the core of it, we are a location content company, a visual analytics company, and a software as a service company. Innovation is weaved into our DNA.

Reporting to the Senior Director of Value Consulting, the Senior Manager, Customer Success, Insurance is responsible for retaining, delighting, and expanding our insurance customer base. You will oversee the activities of the US Insurance CSMs, providing guidance to help the team deliver their best performance.

The Senior Manager collaborates with cross-functional partners to quickly resolve issues, improve customer retention, maintain customer service standards, and ensure a high level of customer satisfaction and success.

Additionally, the Senior Manager is accountable for meeting customer metrics and success outcomes, both individually and for the team.

Key Responsibilities

• Set clear goals for the CSM team. Work with the Senior Director, Value Consulting and VP of Customer Success of to use effective tools, strategies, and plans to drive team performance.
• Review account plans that prioritize customer satisfaction and success throughout the customer lifecycle, ensuring clear communication of progress with both internal teams and customers.
• Meet with the CSM’s for weekly check ins, goal reviews, and trainings.
• Track and analyze customer data to identify trends, to optimize internal strategies and boost customer retention.
• Ensure customer satisfaction across all client accounts by collaborating closely with stakeholders and customers.
• Enhance customer satisfaction by recognizing evolving business needs and ensuring that business outcomes surpass expectations.
• Provide day-to-day management, guidance, and mentorship to US Insurance CSMs, 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.
• Champion Nearmap’s values to ensure the team remains aligned with company-wide goals and objectives.
• Collaborate with regional Sales teams to review and partner on account strategies and collaborate with the Customer Experience and Sales teams to develop solutions for strategic customers.
• Comply with responsibilities of working for a private equity.
• Comply with all local legislative requirements.
• Adhere to company guidelines and the corporate Code of Conduct.
• Where appropriate, keep up to date with legislative requirements.
• Act in an ethical way when dealing with company assets and other people.

• Relevant degree or certifications desirable.
• Experience working with B2B audiences, preferably in a technology or SaaS environment.
• 7+ years of experience in customer success or key account management.
• Experience in developing and executing customer-centric strategies, to maximize retention and value.
• Proven team management experience, with a focus on coaching, mentoring, and conflict resolution.
• Strong interpersonal and communication skills, both written and verbal, across internal and external stakeholders.
• Strong negotiation skills, commercial acumen and expertise in building and maintaining long-term relationships.
• Strong leadership qualities and passion around people development.
• Proficiency with Salesforce, Microsoft Office.

Some of our benefits
Nearmap takes a holistic approach to our employees’ emotional, physical and financial wellness. Our current benefits include access to the Nearmap employee share scheme, short and long-term financial incentives, flexible working options, paid volunteer days, gym and phone rebates, and lots of development opportunities including hack-a-thons and pitch-fests.

Working at Nearmap
We move fast and work smart; often wearing multiple hats. We adapted to remote working with ease and are continually looking at ways to improve. We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.

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

Watch our culture video below to find out more about what a day in the life at Nearmap looks like.

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.