Senior Customer Success Manager, Defence

Job description:

Senior Customer Success Manager, Defence

Esri Canada has an exceptional opportunity for a full-time Senior Customer Success Manager, Defence to join our Federal Sector team.

Reporting to the Director of Federal Sector, the person in this role provides senior-level customer success and account leadership for complex, high-value Department of National Defence (DND) customer accounts. 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, Defence acts as a trusted advisor to senior DND stakeholders, leads multi-year customer success strategies, and orchestrates cross-functional teams to ensure sustained value realization, retention, and net revenue growth within the Federal environment.

This role will be hybrid in Ottawa, Ontario

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 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.

Compensation & Benefits:

At Esri Canada, we are committed to fair and competitive compensation. This role offers a base salary range of $102,600 to $128,200 annually, and additional commission/incentive, determined based on experience, skills, and internal equity. We regularly benchmark across a variety of positions, industries and levels to ensure we remain competitive in the market.

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.

Esri Canada conducts recruitment through a formal interview process with authorized company representatives. We do not request payment, banking details, or personal financial information during recruitment stages. Employment offers are extended only following a structured interview process. Candidates are encouraged to apply exclusively through Esri Canada’s official career channels to ensure the authenticity of recruitment communication.

Esri Canada fosters a dynamic and inclusive work culture, the opportunity to build your skills, and the flexibility to work remotely or at any of our offices across Canada. Occasional travel to corporate offices or customer sites may be required for certain positions. We offer attractive salaries, an engaging work environment, and an outstanding benefits package with generous time-off. We value employment equity and will provide accommodations upon request at any stage of the hiring process. We appreciate all applications, but only those selected for an interview will be contacted. Our hiring process includes background checks as a condition of employment.