Job Description
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.
Job Description
We’re looking for an exceptional Director, Customer Success ANZ to lead and grow our Customer Success team across Australia and New Zealand. This is a senior leadership role with real scope — you’ll shape the strategy, build the frameworks, and directly coach a team of CSMs covering SMB through to Enterprise and Government accounts.
Sitting within our ANZ GTM leadership team and working closely with the VP of Customer Success, you’ll be the driving force behind customer retention, satisfaction, and growth across our ANZ portfolio. If you’re someone who loves building strong customer relationships, developing high-performing teams, and translating customer insight into commercial impact, this role was made for you.
What You’ll Do
Strategy & Execution
- Partner with the VP of Customer Success to develop and execute a globally consistent CS strategy for the ANZ market
- Build and refine engagement models for a tiered CSM structure, including onboarding, health checks, strategic reviews, churn monitoring, upsell alerts, and renewal strategies
- Monitor and interpret customer metrics across the full lifecycle and translate insights into actionable business reporting
Customer Success
- Champion exceptional customer satisfaction across the entire ANZ account portfolio
- Develop customer-centric account plans and communicate progress clearly to internal and external stakeholders
- Act as a trusted advisor, building deep, long-lasting relationships with executive sponsors and key accounts
- Drive product adoption, retention, and growth initiatives to maximise customer lifetime value
- Collaborate with Sales on strategic account planning, territory priorities, and cross-sell/upsell opportunities
Team Leadership
- Lead, coach, and mentor the ANZ CSM team across all customer segments (SMB, Commercial, Enterprise, Government)
- Set clear objectives and KPIs, hold team members accountable, and support their professional development
- Facilitate regular team meetings to share knowledge, celebrate wins, resolve challenges, and deliver training
- Ensure thorough and effective onboarding for all new team members
- Help the team navigate escalations and complex customer issues by coordinating across internal and external partners
Qualifications
What You’ll Bring
Experience
- 15+ years in a customer success or key account management role within a high-tech or SaaS environment
- Proven experience leading and developing teams across multiple seniority levels
- Strong track record in coaching, mentoring, and people development
- Demonstrated ability to build and execute customer-centric strategies that drive measurable commercial outcomes
- Experience managing escalations in collaboration with Sales and Support
- B2B experience, ideally within a technology company
Skills
- Authentic, people-first leadership with genuine passion for developing talent
- Excellent communicator — confident, clear, and credible with both customers and internal stakeholders
- Strong commercial acumen with the ability to identify and act on growth opportunities
- Skilled negotiator with the ability to prioritise effectively in a fast-moving environment
- Proficient in Salesforce and Microsoft Office
- Strong program management skills with a blend of analytical thinking and creative problem solving
- Self-directed and comfortable working autonomously
Additional Information
Why you’ll love 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.
In addition to your annual leave, Nearmap offers:
- 4 extra “YOU” days off each year—take a break, no questions asked!
- Company-sponsored volunteering days to give back.
- Generous parental leave policies for growing families.
- Work from Overseas Policy—explore the world in the approved list of cities while you work!
- Discounted Private Health Insurance plans.
- Monthly wellbeing and technology allowance.
- Annual flu vaccinations and skin checks.
- Hybrid flexibility—truly flexible, with no mandatory office days!
- A Nearmap subscription (naturally!).
- Unlimited snacks, drinks, and weekly catered lunches at the office
- Showers available for cyclists and gym enthusiasts.
At Nearmap, you can chart your own career path and see where our journey together might take you. With complex and fascinating work to challenge and inspire you, you might be surprised by the opportunities you discover. We’ve got so much more to share—come and explore with us!
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.
