Senior Director of Customer Success - Remote

Overview

The Senior Director of Customer Success at Nearmap is responsible for retaining and growing the Commercial and Government customer base while ensuring the success of Customer Success Managers (CSMs). This role involves strategic leadership, operational oversight, and fostering customer satisfaction.

In Short

• Fully remote position within the continental United States.
• Responsible for customer retention and satisfaction.
• Develop customer-centric strategies and frameworks.
• Lead and mentor a high-performing team of CSMs.
• Collaborate with cross-functional teams on strategic issues.
• Monitor and analyze customer metrics for improvement.
• Ensure compliance with company values and policies.
• Promote customer satisfaction and value delivery.
• Manage significant decisions affecting team operations.
• Engage with regional Sales teams to execute account strategies.

Requirements

• 10+ years in customer success or key account management.
• 5+ years of management experience.
• Experience in B2B, preferably in a technology or SaaS environment.
• Proven team management experience focusing on coaching and mentoring.
• Skills in communication, negotiation, and relationship building.
• Experience with Gainsight and Salesforce.
• Relevant degree or certifications desirable; Master’s Degree preferred.

Benefits

• Flexible time off and 4 extra