Apply on Employer Site

Nearmap · 2 weeks ago

Sr Director, Customer Success

Carlsbad, CA

Full-time

Hybrid

Director/Executive

10+ years exp

Nearmap is a SaaS company focused on innovation and customer success. The Sr Director of Customer Success will be responsible for retaining and growing the Insurance customer base, leading a team of Customer Success Managers, and collaborating with cross-functional teams to ensure customer satisfaction and success outcomes are met.

ArchitectureConstructionGeospatialInsurTechMapping Services

Work & Life Balance

Responsibilities

Build and plan CSM strategy & frameworks

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

Qualification

Customer Success ManagementB2B ExperienceTeam ManagementGainsightSalesforceProgram ManagementMicrosoft OfficeInterpersonal SkillsNegotiation SkillsLeadership QualitiesCommunication SkillsConflict Resolution