Senior Customer Success Manager

Esri Canada Limited; Alberta; Hybrid; CAD 103,000 - 128,000; Full time

Benefits offered by this job

Work from Home or hybrid work

Generous Paid Time-Off

RRSP match

Training and development programs

Company-sponsored events

Job summary

Esri Canada is seeking a Senior Customer Success Manager to lead strategic outcomes for Pacific-region GIS customers. You will drive multi-year success plans, coordinate cross-functional teams, and own renewals and growth while engaging executives to realize long-term value.

The role is fully remote within British Columbia or Alberta, reporting to the Pacific Region Director. A strong background in GIS, location intelligence, and executive communication is required to succeed.

Qualifications

• Minimum 7 years of experience working with GIS and/or location intelligence in a customer-facing role.
• Proven experience owning customer success, retention, renewal, and expansion outcomes.
• Experience engaging senior and executive-level stakeholders in complex environments.
• Leadership of cross-functional account teams to achieve revenue outcomes.
• Strong business and analytical acumen with data-driven decision making.
• Bilingual English/French is an asset.

Responsibilities

• Own and lead strategic customer success for complex accounts, building trusted relationships with executive stakeholders.
• Define multi-year Customer Success Strategies aligned to priorities and platform adoption.
• Advise customers on enterprise GIS and location intelligence strategies to drive value and ROI.
• Lead and coordinate account planning with Sales and Professional Services.
• Own renewal, retention, and expansion outcomes, including forecasting and risk mitigation.
• Navigate high-impact escalations and complex, multi-stakeholder environments.
• Influence executive-level commitments and negotiate effectively.
• Mentor less-experienced team members and share best practices.

Skills

GIS experience

Executive stakeholder engagement

Cross-functional leadership

Strategic account planning

Business analytics

English/French (asset)

Education

GIS/geography degree or diploma

Tools

GIS software

Location intelligence platforms

Job description

Job Title: Senior Customer Success Manager

Salary Min: 102,600.00 CAD

Salary Max: 128,200.00 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.

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 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:

• 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 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.
• Bilingual proficiency (English / French) is considered an asset.

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
• 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.

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, 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.

Esri Canada fosters a dynamic and inclusive work culture, the opportunity to build your skills, and the flexibility to work remote 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 valueemployment 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.