Customer Success Manager

Hybrid working:

Home-based role with regular travel to Defence sites, partners and events across the UK. Some overnight stays may be required.

Competitive salary from £39,000 (higher depending on experience) + circa 20% bonus + car allowance

We're looking for an experienced and commercially minded Customer Success Manager to help expand and strengthen our footprint across the UK Defence sector.

This role is ideal for someone with experience in Defence, the MOD, Defence supply chains, or Defence corporate services, who has a background in customer success, account management, business development, or relationship management. You'll work closely with customers to maximise the value they receive from their investment in Esri technology, while identifying opportunities to grow strategic relationships and support long-term adoption.

If you're motivated by supporting mission-focused organisations and helping them unlock the full potential of geospatial technology, we'd love to hear from you.

• Building trusted relationships across Defence organisations, including MOD departments, corporate services, enabling functions and Defence prime contractors.
• Acting as a strategic advisor, helping customers maximise value from their ArcGIS investment.
• Managing and growing existing Defence accounts through proactive engagement and customer success planning.
• Identifying opportunities to expand GIS adoption across departments, programmes and teams.
• Working with customers to understand business challenges and align Esri solutions to their objectives.
• Supporting the development and progression of opportunities through Defence procurement routes and frameworks.
• Engaging with Defence and National Security partners, integrators, DIPS and Aurora partners, and the wider Defence supply chain.
• Collaborating with Professional Services, Project Management, Support and Technical teams to resolve customer issues and deliver successful outcomes.
• Preparing customer success plans, proposals, presentations and executive-level briefings.
• Contributing to sector growth by promoting best practice, innovation and long-term customer success.

We're looking for someone who:

• Has experience working within Defence, the MOD, National Security, or the Defence supply-chain ecosystem.
• Has a background in Customer Success, Account Management, Business Development or a similar customer-facing role.
• Understands how Defence organisations operate, make decisions and procure technology.
• Is confident working with a wide range of stakeholders and building relationships at all levels.
• Can translate customer challenges into clear, value-focused outcomes.
• Has excellent communication, presentation and influencing skills.
• Holds, or is able to obtain, the necessary security clearances.
• Has an interest in geospatial technology and GIS, or experience applying technology within Defence environments.

Esri UK is a thriving organisation offering the stability of a financially secure, market-leading technology company. We encourage teamwork, celebrate contributions, and reward success with a generous bonus scheme and comprehensive benefits package.

• 6% company pension contribution
• Gym and wellbeing contribution
• Cycle to Work scheme
• Enhanced family-friendly policies
• Flexible working arrangements
• Ongoing learning and development support

Esri UK is the UK's leading provider of Geographic Information System (GIS) technology and the distributor of ArcGIS, the world's leading GIS platform. We help organisations across Defence, National Security, government and commercial sectors gain greater insight from their data through location intelligence.

Our people are passionate about technology, innovation and delivering exceptional customer outcomes. We invest heavily in our employees and pride ourselves on creating an inclusive, collaborative and supportive culture where people can thrive.

Esri UK is an equal opportunities employer. We are committed to creating a diverse and inclusive workplace where everyone can succeed. We believe that different backgrounds, perspectives and experiences help us build stronger teams and deliver better outcomes for our customers.