Senior Customer Success Manager

Esri Canada Limited About us: Esri Canada provides geographic information system (GIS) solutions that empower people in business, government and education to make informed and timely decisions by leveraging the power of mapping and spatial analytics. If you are passionate about making an impact in an organization that’s committed to creating a sustainable future, consider joining our team! 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.

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.