Senior Director, Customer Success, Commercial and Government

Strategic Leadership:

• Establish operational objectives, policies, and frameworks for the CSM organization.
• Collaborate with the SVP, 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.
• Ensure proactive communication of progress internally and externally.

Lead and manage a high performing team:

• Provide day-to-day management and mentorship to US CSMs, overseeing multiple disciplines and maintaining clear KPIs and objectives.
• Improve cross-functional collaboration, and act as a trusted advisor to both the team and senior leadership
• Identify training needs, provide development resources, and champion the core values of Nearmap to ensure the team remains aligned with company-wide goals.