Senior Customer Success Manager

Job Title:

Senior Customer Success Manager

Salary Min:  CAD

Salary Max:  CAD

Country:
Canada

Full-time/Part-time:
Full-time

Customer Success Manager, Pacific

Esri Canada has an exceptional opportunity for a Customer Success Managerto join our Pacific Region Team.

Reporting to the Region Director, the Senior Customer Success Manager provides senior‑level customer success and account leadership for complex, high‑value GIS customers. Operating with broad direction and a high degree of autonomy, this role owns strategic customer success outcomes, renewal and growth performance, and executive‑level engagement. The Senior Customer Success Manager acts as a trusted advisor to senior stakeholders, leads multi‑year customer success strategies, and orchestrates cross‑functional teams to ensure sustained value realization, retention, and net revenue growth.

This role is fully remote within British Colombia or Alberta.

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!

• 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.

• Post-secondary degree or diploma inGIS, 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…