Customer Success Manager, AEC (Architecture, Engineering and Construction) | Gestionnaire de la[...]

Nada Holdings, Inc.; Canada; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading GIS solutions provider is seeking a Customer Success Manager to support clients in the Architecture, Engineering, and Construction sectors. The role involves cultivating relationships, understanding business requirements, and ensuring solutions align with client needs. Candidates should have a strong background in GIS and AEC, with at least 5 years of experience. This is a remote role based in Canada with a competitive salary and comprehensive benefits.

Benefits

Work from home or hybrid options

Generous paid time off

Comprehensive health benefits

Employee discounts on gym memberships

Training and development programs

Qualifications

• Minimum 5 years’ direct experience with AEC firms or GIS companies.
• Strong understanding of how GIS works in AEC workflows.
• Experience in customer or account management with executive-level interaction.

Responsibilities

• Establish trusted relationships with customers.
• Develop Customer Success Strategy with goals and KPIs.
• Drive solution adoption and ensure customer success.

Skills

Customer management

Problem-solving

Strategic thinking

Communication

Collaboration

Education

University degree or college diploma in planning, architecture, engineering, geomatics, construction, or environmental management

Tools

Salesforce

AutoCAD

Civil3D

Autodesk Construction Cloud

Revit

Job description

Overview

CustomerSuccess Manager, AEC (Architecture, Engineering and Construction)

Esri Canada has an opportunity for a Customer Success Manager to join our AEC Department. Reporting to the Director, AEC, this role focuses on clients in the Architecture, Engineering, and Construction sectors. The success of our customers is fundamental to our growth, and we aim to be trusted partners by helping clients maximize their return on investment in GIS technology.

In this role, you will cultivate strong relationships with key stakeholders, understand business requirements, and ensure our solutions align with client objectives. You will advocate for the customer, facilitate clear communication, drive solution adoption, and identify opportunities that contribute to the ongoing success of both the customer and Esri Canada. This role is remote and based in Canada.

About us:

Esri Canada provides GIS solutions that empower business, government and education to make informed decisions through mapping and spatial analytics. If you are passionate about making an impact in an organization committed to a sustainable future, consider joining our team!

Responsibilities

• Establish a trusted strategic advisor relationship with customers to drive strategic value.
• Collaborate with key customers to set goals and KPIs; develop a Customer Success Strategy and a multi‑year roadmap to help customers achieve their goals.
• Identify, document and communicate key software feature enhancement requests on behalf of key customers.
• Recommend the best use of GIS and locational intelligence to promote customer success and ROI from Esri Canada solutions.
• Assist in refining client personas to strengthen ideal end users.
• Develop and maintain product knowledge.
• Support account teams in documenting account plans with short, medium and long‑term strategies and in preparing compelling sales proposals.
• Identify and help resolve customer problems with appropriate Esri Canada teams.
• Support Account Managers and Inside Sales with sales calls and programs to increase revenue.
• Proactively drive renewals and expand product adoption by identifying upsell/cross‑sell opportunities for additional services or solutions.
• Maintain customer and market intelligence in Salesforce as required.
• Promote client successes through community-building events and social selling activities.
• Support the development of technical proposals, RFx documents, SOWs, and implementation plans with the Professional Services team.
• Working knowledge of standard industry products including AutoCAD, Civil3D, Autodesk Construction Cloud (ACC), BIM360, and Revit; familiarity with InfraWorks, Bentley MicroStation, ProjectWise, BlueBeam Revu, and Hexagon CADWorx.

General Responsibilities

• Participate in the company Employee Development Program.
• Communicate effectively with internal and external personnel at all levels, representing the company professionally.
• Participate in regular meetings and one‑on‑one discussions to foster teamwork and cross‑department collaboration.
• Contribute to profitability and operations by initiating and implementing continuous improvement strategies.
• Perform general duties and projects as assigned by leadership in a timely and professional manner.

Required Qualifications

• University degree or college diploma in related fields such as planning, architecture, engineering, geomatics, construction, or environmental management.
• Strong knowledge of how GIS integrates with typical AEC workflows to optimize customer outcomes.
• Experience with customer or account management; ability to interact with client teams at executive levels.
• Minimum 5 years’ direct experience working with AEC firms and/or GIS companies in consulting or business development.
• Proven ability to work with both technical teams and customer stakeholders to ensure project success.
• Knowledge and experience with Esri software offerings across desktop, server, and online/web platforms.
• Strong problem‑solving skills and ability to develop and present innovative ideas and solutions.

Essential Competencies

• Strategic thinking with the ability to identify opportunities, assess risks, and communicate actionable insights through strategic success plans.
• Excellent customer‑facing and consultative sales skills.
• Ability to understand complex business problems and propose GIS and location intelligence solutions.
• Ability to write and present compelling customer strategies and sales propositions.
• Strong networking, negotiation, and facilitation skills.
• Collaborative work style with Esri Canada teams to meet customer requirements and drive outcomes.

Nice-to-Haves

• Bilingual English/French.
• Ability to travel within Canada and occasionally to the US.

What Esri Canada Offers

We prioritize employee well‑being and work‑life balance. Our benefits include:

• Work from home or hybrid options
• Generous paid time off: up to 6 weeks per year (including)
• 3 weeks of paid annual vacation, increasing with years of service
• 50 hours of paid personal time off
• 32 hours of summer time
• Holiday office closures
• Comprehensive health benefits plan
• RRSP match increasing with years of service
• Training and development programs
• Employee perks and discounts on gym memberships and technology purchases
• Company‑sponsored events and social activities
• Employee initiatives such as yoga, book clubs, and podcasts

How to Apply

Ready to join our team? Submit your resume today!

Esri Canada supports flexible, inclusive work culture with remote or office options. Some roles may require occasional travel to corporate offices or client sites. We offer competitive salaries and a strong benefits package. We value employment equity and provide accommodations upon request. We appreciate all applications; only those selected for an interview will be contacted. Background checks are a condition of employment.