Customer Success Specialist

About FloodMapp FloodMapp is a rapidly growing technology company expanding its product across Australia and the United States. Flooding is the costliest natural disaster; our real-time flood forecasting and intelligence helps organizations prevent damage and save lives. We value empathy, integrity, accountability and communication, and welcome applicants of any background. The Role We are seeking a Customer Success Specialist to act as the key liaison between FloodMapp and our growing customer base. You will work across sales, onboarding and customer success, helping customers get started, stay supported and grow with us. You’ll work with emergency managers, government agencies and critical infrastructure operators who rely on our real‑time flood intelligence. Your Responsibilities Understand customer needs and demonstrate how FloodMapp products can deliver value Join later‑stage sales calls to understand goals and ensure smooth hand‑off to onboarding Lead onboarding for new customers, including account setup, training and integration support Support customers to integrate FloodMapp products within their GIS platforms and troubleshoot technical hurdles Enable customers to leverage all features and build the products into emergency workflows Run educational webinars and presentations to deepen customers' product understanding 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 to ensure adoption, satisfaction and retention Identify upsell and renewal opportunities and support the sales team Communicate customer feedback and feature requests to technical, product and engineering teams Develop tailored training materials, guides and documentation for customer use cases Collect, aggregate and track customer health metrics, usage, engagement and report outcomes Represent FloodMapp professionally at conferences and industry events Required Skills & Background 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 Cope with 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) Highly organized, 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 Nice to have Experience working with emergency management, public safety or disaster response teams Experience with hydrology, water resources or flooding Technical support or tier‑1 troubleshooting experience Understanding of SaaS metrics such as churn, adoption and net revenue retention Experience with project management or workflow automation tools Experience collaborating with engineering and product teams Compensation & Perks Competitive salary Access to ESOP program (conditions apply) Birthday leave bonus: 1 day paid per year Reboot leave bonus: 2 days paid per year Paid parental leave and paid domestic & family violence leave Employee Wellness Program Team events & celebrations Location Fortitude Valley, Brisbane, QLD. Full‑time. You require full working rights to live and work in Australia. How to Apply Submit your resume and a cover letter explaining why you want to join our mission. You will also be asked to complete screening questions. #J-18808-Ljbffr