Senior Customer Success Manager

Job description:

A day in the life of a Customer Success Manager at Esri Canada:

• Own and lead strategic customer success for complex customer accounts, building trusted relationships with executive, political, and senior civil service stakeholders.
• Define and execute multi‑year Customer Success Strategies aligned to customer priorities, digital transformation initiatives, and long‑term platform adoption.
• Serve as a senior trusted advisor, advising customers on enterprise‑level GIS and location intelligence strategies to drive measurable value, ROI, and organizational outcomes.
• Lead and coordinate account‑level planning and execution, aligning Sales, Professional Services, and other internal teams around shared customer and revenue objectives.
• Own renewal, retention, and expansion outcomes, including forecasting, risk mitigation, and identification of growth opportunities across software, services, and training.
• Navigate and resolve high‑impact customer issues and escalations, exercising judgment in ambiguous and politically sensitive environments.
• Influence and negotiate at the executive level to secure customer commitment in complex, multi‑stakeholder situations.
• Contribute to regional and organizational success by sharing best practices, mentoring less‑experienced Customer Success Managers, and supporting continuous improvement of customer success practices.

What you bring to the team:

• Post-secondary degree or diploma in GIS, Geography or related discipline.
• An equivalent combination of education and relevant experience may be considered.
• Minimum 7 years of experience working with GIS and/or location intelligence in a customer‑facing role (e.g., customer success, sales, consulting, or enterprise solution delivery), supporting large or complex customer accounts.
• Proven experience owning customer success, retention, renewal, and expansion outcomes, including development and execution of strategic, multi‑year customer success or account plans.
• Demonstrated experience engaging senior and executive‑level stakeholders in complex environments and positioning enterprise software, professional services, and training as integrated customer solutions.
• Demonstrated ability to serve as a trusted advisor to senior and executive‑level stakeholders, translating complex GIS and location intelligence use cases into actionable strategies that support policy, program, and service delivery outcomes.
• Proven experience owning customer retention, renewal, and expansion outcomes for large or complex accounts, including forecasting, risk mitigation, and value articulation.
• Demonstrated strategic thinking, with the ability to develop and execute multi‑year customer success and account strategies aligned to customer and organizational objectives.
• Proven ability to influence, negotiate, and obtain commitment at the executive level in complex, multi‑stakeholder situations.
• Demonstrated experience leading and coordinating cross‑functional account teams (e.g., Sales, Professional Services, Project Management) to achieve shared customer and revenue outcomes.
• Strong business and analytical acumen, including the ability to assess customer health, interpret data and trends, and translate insights into actionable strategies.
• Demonstrated leadership capability, including mentoring less‑experienced team members and contributing to the continuous improvement of customer success practices.
• Bilingual proficiency (English / French) is considered an asset.

We offer:

What Esri Canada offers you:

We prioritize our employees’ well-being and work-life balance. Our benefits include:

• Work from Home or hybrid work

• • Generous Paid Time-Off: Enjoy up to 6 weeks of time off per year, including:
  • 3 weeks of paid annual vacation, increasing with years of service
  • 50 hours of Paid-Time Off (PTO) for personal needs
  • 32 hours of Summer Days
  • Winter holiday office closure
• Comprehensive health benefits plan
• RRSP match increasing with years of service
• Training and development programs for professional growth
• Company perks including discounts on gym memberships, technology purchases and more.
• Company-sponsored events and social activities
• Employee-driven initiatives such as yoga sessions, book clubs, interactive podcasts, and more.