Total 1 job vacancies by Nearmap

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