Head of National Customer Success Programs

Esri Australia; Melbourne; On-site; AUD 180,000 - 240,000; Full time

Job summary

Esri Australia is seeking a Manager, Customer Success Management to lead the Australian CSM program and its ongoing evolution. You will oversee day-to-day delivery, provide leadership to CSM Practice Leads and drive consistent frameworks, tools and playbooks that deliver value to customers and the business.

You will lead a capable team, collaborate with Sales on opportunities, and guide workforce planning to scale coverage while maintaining an exceptional customer experience across Australia.

Qualifications

• Bachelor’s degree in a relevant business discipline.
• At least 10 years’ experience in a customer-facing or similar role.
• Strong leadership capability overseeing experienced professionals.
• Exceptional communication and influencing skills across organisational levels.
• Strong commercial awareness and understanding of customer success impact.
• Ability to build trusted relationships across teams and stakeholders.
• Experience managing complex customer matters, risks and escalations.
• Ability to translate strategy into practical frameworks, priorities and ways of working.
• Strong analytical, problem-solving and prioritisation skills.
• Resilience and adaptability to changing priorities.
• Continuous-improvement mindset; program management experience highly regarded.

Responsibilities

• Lead and support the Australian Customer Success Management team to deliver meaningful outcomes for customers and the business.
• Provide direct leadership to the CSM Practice Leads and operational oversight across the national CSM function.
• Develop and embed consistent frameworks, processes, tools and playbooks that support effective customer success delivery.
• Help customers identify new GIS use cases and work with Sales to progress opportunities.
• Strengthen the team’s ability to demonstrate value from GIS investments.
• Monitor and report on program measures including engagement, sentiment, health, and financial performance.
• Support strategic and executive-level customer engagements.
• Provide senior oversight of customer risks and escalations.
• Collaborate on workforce planning and growth of the CSM Program.
• Work across the organisation and with external stakeholders to deliver a consistent customer experience.

Skills

Leadership

Communication

Commercial awareness

Stakeholder management

Strategic frameworks

Analytical skills

Relationship building

Program management

Education

Bachelor’s degree in business

Job description

At Esri Australia, customer success is about more than supporting technology. It is about understanding what our customers want to achieve, helping them expand the use of GIS across their organisations and demonstrating the lasting value of their investment.

We are seeking a Manager, Customer Success Management to lead the operational delivery and continued evolution of our Australian Customer Success Management program.

This is an influential national leadership role for someone who can bring together customer outcomes, commercial awareness, operational discipline and people leadership. You will lead an experienced team, strengthen the frameworks and playbooks that support them and help scale a customer success program that contributes to customer value, recurring revenue and long-term relationships.

About the role

Reporting to the Head of Customer Success, you will oversee the day-to-day delivery of the Australian CSM Program. You will provide direct leadership to the CSM Practice Leads and operational oversight across the broader national CSM team.

The team consists of capable, experienced professionals and your role will be to create clarity, remove barriers, provide support and enable them to perform at their best.

You will also help strengthen and scale the program by improving workflows, embedding consistent ways of working, supporting workforce planning and exploring how technology, automation, AI and customer success platforms can improve coverage and effectiveness.

In this role, you will:

• Lead and support the Australian Customer Success Management team to deliver meaningful outcomes for customers and the business.
• Provide direct leadership to the CSM Practice Leads and operational oversight across the national CSM function.
• Develop and embed consistent frameworks, processes, tools and playbooks that support effective customer success delivery.
• Help customers identify new GIS use cases and work collaboratively with Sales to progress qualified opportunities.
• Strengthen the team’s ability to capture, quantify and demonstrate the value customers receive from their GIS investment.
• Monitor and report on key program measures, including customer engagement, sentiment and health, financial performance, qualified leads and demonstrated customer value.
• Support strategic and executive-level customer engagements.
• Provide senior oversight of customer risks and escalations, determining when issues can be resolved within the team and when further escalation is required.
• Work with senior leaders on workforce planning and the continued growth and scalability of the CSM Program.
• Collaborate across the organisation and with external stakeholders to deliver a consistent and valuable customer experience.
• Foster a customer-centric culture built around growth, continuous improvement and shared accountability.

About you

You are an experienced customer-focused leader who knows how to bring out the best in a capable team.

You do not need to be the loudest person in the room. You lead with humility, recognise the expertise of others and create the conditions in which people can succeed. You are equally comfortable engaging with technical specialists, senior operational leaders, managing directors and customer executives.

You will bring:

• A bachelor’s degree in a relevant business discipline.
• At least 10 years’ experience in a customer-facing or similarly relevant role involving the operation, service or management of customer relationships or accounts.
• Strong leadership capability, ideally gained through leading experienced professionals or managers.
• Exceptional communication and influencing skills across different organisational levels.
• Strong commercial awareness and an understanding of how customer success supports sustainable business performance.
• The ability to build trusted relationships and work collaboratively across teams and stakeholder groups.
• Experience managing complex customer matters, risks and escalations.
• The ability to translate strategy into practical frameworks, priorities and ways of working.
• Strong analytical, problem-solving and prioritisation skills.
• Resilience and adaptability when responding to changing priorities.
• A continuous-improvement mindset and the capacity to support transformational change.
• Program management experience would also be highly regarded.

What success looks like

• Customers are realising and demonstrating greater value from their GIS investments.
• The national CSM team has the clarity, support and tools needed to perform effectively.
• Customer risks and escalations are identified early and managed appropriately.
• Customer engagement, sentiment and health continue to strengthen.
• The CSM Program operates consistently and can scale as customer coverage grows.
• Customer success contributes to revenue expansion, recurring revenue and sustainable long-term customer relationships

Discover how our values shape our impact, your journey begins with one click here: Our people.

No recruitment agencies please. We are managing this recruitment process internally and will not accept unsolicited CVs or candidate introductions from agencies.