Customer Success Specialist

FloodMapp is a rapidly growing technology company looking to expand our team to scale our product across Australia and the United States. Flooding is the costliest natural disaster, causing billions in damage and taking thousands of lives across the globe every year. FloodMapp offers real-time flood forecasting and intelligence using cutting edge technology. We work with large organizations across the public and private sector to improve safety and prevent damage in the event of flooding. At FloodMapp, people are our main focus, because hard problems require an exceptional team. As a diverse team, we value empathy, integrity, accountability, and communication. Everyone learns from each other. Everyone is passionate about solving a growing global problem and making a global impact. We all work to build a safer future. We believe that the unique ideas brought from our amazing team are one of the keys to our success. To create an inclusive and diverse culture, we welcome, encourage, and celebrate applicants of any race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. The Role This role supports a broad scope of responsibilities in a rapidly growing organisation. You will be a key liaison between FloodMapp and our growing base of valued customers, ensuring they get maximum value from our products and services. You’ll sit at the intersection of sales, onboarding, and customer success; helping customers get started, stay supported, and continue to grow with us. You’ll be working closely with emergency managers, government agencies, and critical infrastructure operators who rely on FloodMapp’s real-time flood intelligence to make life‑saving decisions. Every day, your work will make an impact by helping communities prepare for and respond to flooding events, protecting lives and livelihoods. You’ll join later‑stage sales calls to understand customer needs and help translate technical solutions into clear value. You’ll coordinate onboarding, lead training sessions, and act as the main point of contact for customer questions and support requests. You’ll proactively engage with customers through regular check‑ins, ensuring they have an exceptional experience and identifying opportunities for renewal and expansion. Your Responsibilities Understand customer needs and explore with them how they can benefit from the full potential of FloodMapp products Join later‑stage sales calls to understand customer goals and ensure a smooth handoff to onboarding Lead onboarding for new customers, including account setup, training, and integration support Support customers to integrate FloodMapp products effectively within their GIS platforms, and troubleshoot any technical hurdles. Enable customers to leverage all features, and support them to build the products into their emergency workflows. Run educational webinars and presentations for customers to grow their understanding of our products, use cases, and linkage with their disaster management plans, workflows and standard operating procedures. Be the first point of contact for customer support questions, issues, and feedback Conduct monthly and quarterly account management meetings to review performance, gather insights, and identify improvement opportunities Maintain strong relationships with customers to ensure adoption, satisfaction, and retention Identify opportunities for customers to expand their use of FloodMapp products and assist the sales team with renewals and upsells Collaborate closely with technical, product, and engineering teams to communicate customer feedback and feature requests Develop tailored product training materials, guides, and documentation to support customer use cases Collect, aggregate and track customer health metrics, usage, and engagement, and report on key account outcomes Represent FloodMapp professionally at conferences and industry events, strengthening relationships with current and prospective clients Your Skills & Background Required Minimum 3+ years in a customer‑facing role such as Customer Success, Account Management, or Sales Support Strong communication and relationship‑building skills, with the ability to translate technical topics into customer value Poise to handle customer queries and support requests during natural disasters Experience coordinating customer onboarding and training processes Familiarity with GIS platforms, data products, or geospatial tools (e.g., ArcGIS Online, QGIS, or similar) Highly organised, with excellent attention to detail and follow‑through Comfortable managing multiple accounts and priorities in a fast‑paced environment Proficiency in common business and CRM tools (e.g., HubSpot) Confidence in public speaking or presenting to large audiences It’s amazing, but not required if you have Experience working with or within emergency management, public safety, disaster response teams Experience with hydrology, water resources, or flooding Experience with technical support or tier‑1 troubleshooting Understanding of SaaS metrics like churn, adoption, net revenue retention Experience with project management or workflow automation tools Experience collaborating with engineering and product teams Access to our ESOP program (conditions apply) Bonus paid day of birthday leave each year Bonus 2 paid days of reboot leave each year to promote mental & physical health Paid parental leave and paid domestic & family violence leave. Employee Wellness Program Team events & celebrations Our head office is based in the Precinct. There are regular tech meetups and social events for all of the startups based in the building. Here you’ll have access to: End‑of‑Trip Facilities: bicycle parking and showers with a free towel service Free Espresso machine coffee (don’t worry, the team will show you how to brew it) Stocked fruit bowl and other snacks Location You require full working rights to live and work in Australia. How you apply Please click ‘Apply’, sending your resume and a cover letter telling us why you want to join our mission. You will also be asked to complete some screening questions. Please note - candidates that do not complete the screening questions will not be considered. Don’t meet every single requirement? Don’t count yourself out just yet. Studies have shown some individuals are less likely to apply to jobs unless they meet every single qualification. At FloodMapp, we are dedicated to building a diverse workplace based on merit, great work ethics, and character. So, if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job advertisement, we encourage you to apply anyway. You may be just the right candidate for this or other roles. We look forward to hearing from you #J-18808-Ljbffr