Digital Customer Success Manager (CSM) at Nearmap

About the Role We are looking for a data-driven, customer-obsessed Digital Customer Success Manager (CSM) to support and grow our digital-first customer segment. This role is focused on driving adoption, retention, expansion, and satisfaction for our scaled customer base by leveraging automation, usage data, and human-touch interventions at key moments in the customer journey. You’ll work cross-functionally with Customer Experience, Support, Sales, and Marketing to identify gaps, design scalable solutions, and execute programs that drive customer success at scale.  Key Responsibilities Renewal Management   • Ensure on-time renewals and accurate renewal forecasting across assigned accounts  • Renewal quote creation, negotiations, and churn mitigation Adoption & Engagement  • Develop and lead monthly enablement webinars tied to use cases and feature adoption.  • Host weekly office hours and ensure relevant attendance and engagement.  • Analyze low-adoption accounts and design enablement playbooks to improve usage.  • Create and iterate on scalable resources (e.g., videos, articles, email sequences) to accelerate adoption. Onboarding & Enablement  • Monitor and respond to automation-driven emails, in-app onboarding questions, and survey responses (NPS, CSAT).  • Partner with Customer Enablement to refine onboarding journeys and human-touch messaging. Expansion & Growth  • Monitor product usage to identify high-potential upsell opportunities and coordinate with account owners.  • Surface expansion opportunities from product overages and usage patterns (e.g., upgrade plans from 500MB to 2GB).  • Partner with Product Marketing to create “value sell” content and campaigns that drive cross-sell and upsell motions. Churn & Risk Mitigation  • Proactively identify and engage with at-risk customers via personalized outreach and playbooks.  • Flag and manage subscriptions not on auto-renew, engaging at least 60 days before renewal.  • Update customer health scores manually when risk indicators are present outside of automated tracking. Compliance with Nearmap values, policies and standards, and ensure compliance with all local statutory requirements.  • Complies with responsibilities of working for a private company.  • Complies with all local legislative requirements.  • Adheres to company guidelines and the corporate Code of Conduct.  • Where appropriate keeps up to date with legislative requirements.  • Acts in an ethical way when dealing with company assets and other people.