Senior Customer Success Manager, Defence

A Day in the Life of a Senior 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:

• Minimum 7 years of relevant experience leading complex, solution-based customer engagements through strategic advisory, stakeholder influence, customer success, account management, consulting, or enterprise solution delivery.
• Proven experience supporting large or complex customer accounts and developing multi-year strategies that advance customer adoption, value realization, retention, and organizational outcomes.
• Significant experience working within Federal government, public-sector, defence, national security, or similarly complex and regulated environments is preferred.
• 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.
• Post-secondary degree or diploma in GIS, Geography or related discipline.
• An equivalent combination of education and relevant experience may be considered.
• Fluency in English is essential, as this role requires regular client communication and support in English-speaking regions

Bonus points for this position:

• Bilingual proficiency (English / French) is considered an asset.