Key Responsibilities Provide proactive customer service and support to drive customer satisfaction. Manage subscription renewals for a large portfolio, ensuring a smooth and efficient process. Maintain up-to-date account intelligence in Salesforce and leverage customer data to inform engagement strategies. Collaborate with the Customer Experience team to develop scalable approaches for managing a large portfolio using customer experience and marketing automation techniques. Serve as a trusted advisor to customers, guiding them through onboarding, product adoption, retention, and growth initiatives to optimize customer lifetime value. Identify churn risks and implement proactive measures to address them, ensuring high levels of retention.Collaborate cross-functionally to resolve customer issues and support growth opportunities. Partner with Sales teams to identify and develop upsell opportunities. Actively nurture customer advocacy, encouraging customers to promote Nearmap both internally and externally. 5+ years of experience in customer success, consulting, or technical pre-sales in a SaaS or high-tech company. Recent experience serving customers in the LGA, State or Federal Government sectorsProven ability to map customer business processes to product capabilities. Demonstrated success in developing and executing customer-centric strategies to maximize value from technology solutions. Experience managing multiple account engagements and handling escalations in collaboration with Sales and Support teams. 
