Customer Success Manager, Commercial

Job Description
We are seeking a Customer Success Manager to join the Customer Success team on our Commercial vertical.Reporting into the Director, Customer Success – Commercial, you will be responsible for retaining, delighting, and growing our customer base. You will be an advocate and ensure a high level of customer satisfaction across the entire account portfolio and whole customer lifecycle to ensure customer retention, drive loyalty and achieve quantifiable business results. Your main objectives are customer retention, satisfaction, and success.
Key Responsibilities
Build and plan CSM strategy &
frameworks
Develop customer centric account plans to ensure customer satisfaction throughout the customer lifecycle and communicate the progress of your account plans internally and externally
Manage the frameworks and engagement models for a tiered CSM structure and customer care elements (such as onboarding and implementation support, health check-ins, strategic reviews, churn monitoring, upsell alerts, renewal strategies, etc.).
Monitor, analyze and interpret trends in customer metrics at every stage of the customer journey and report back to business.
Collaborate with the Sales team on account strategy development for strategic customers, understanding and defining customer vision and strategy for maximizing their investment in Nearmap products.
Retain and delight our customers
Ensure highest level of customer satisfaction across all client accounts and nurture customers for advocacy.
Promote client satisfaction and loyalty by understanding each business’s unique (and evolving) needs, delivering value and exceeding expectations.
Help drive customer success through initial on-boarding and clarification of success metrics with the customer, product adoption, retention and growth initiatives to maximize customer value and investment and optimize customer lifetime value.
Be a trusted and knowledgeable advisor and build strong and long-lasting customer relationships.