Customer Success Manager

Esri UK; United Kingdom; Hybrid; GBP 35,000 - 43,000; Full time

Benefits offered by this job

6% company pension contribution

Gym and wellbeing contribution

Cycle to Work scheme

Enhanced family-friendly policies

Flexible working arrangements

Ongoing learning and development

Job summary

Esri UK is seeking an experienced Customer Success Manager to expand our footprint across the UK Defence sector. You will build trusted relationships with MOD departments, defence primes and corporate services, and act as a strategic advisor to maximise value from ArcGIS investments.

This role blends customer success, account management and business development, requiring strong stakeholder management, clear value-led outcomes, and readiness to travel across the UK for Defence sites and events.

Qualifications

• Experience in Defence, MOD, National Security or Defence supply-chain ecosystem.

Responsibilities

• Build trusted relationships across Defence organisations, including MOD departments, corporate services, enabling functions and Defence prime contractors.
• Act as a strategic advisor, helping customers maximise value from their ArcGIS investment.
• Manage and grow existing Defence accounts through proactive engagement and customer success planning.
• Identify opportunities to expand GIS adoption across departments, programmes and teams.
• Work with customers to understand business challenges and align Esri solutions to their objectives.
• Support the development and progression of opportunities through Defence procurement routes and frameworks.
• Engage with Defence and National Security partners, integrators, DIPS and Aurora partners, and the wider Defence supply chain.
• Collaborate with Professional Services, Project Management, Support and Technical teams to resolve customer issues and deliver successful outcomes.
• Prepare customer success plans, proposals, presentations and executive-level briefings.
• Contribute to sector growth by promoting best practice, innovation and long-term customer success.

Skills

Defence experience

Customer Success

Account Management

Business Development

Relationship Management

Security Clearances

Job description

Hybrid working:

Home-based role with regular travel to Defence sites, partners and events across the UK. Some overnight stays may be required.

Salary:

Competitive salary from £39,000 (higher depending on experience) + circa 20% bonus + car allowance

Role Overview:

We're looking for an experienced and commercially minded Customer Success Manager to help expand and strengthen our footprint across the UK Defence sector.

This role is ideal for someone with experience in Defence, the MOD, Defence supply chains, or Defence corporate services, who has a background in customer success, account management, business development, or relationship management. You'll work closely with customers to maximise the value they receive from their investment in Esri technology, while identifying opportunities to grow strategic relationships and support long-term adoption.

If you're motivated by supporting mission-focused organisations and helping them unlock the full potential of geospatial technology, we'd love to hear from you.

What you'll be doing:

• Building trusted relationships across Defence organisations, including MOD departments, corporate services, enabling functions and Defence prime contractors.
• Acting as a strategic advisor, helping customers maximise value from their ArcGIS investment.
• Managing and growing existing Defence accounts through proactive engagement and customer success planning.
• Identifying opportunities to expand GIS adoption across departments, programmes and teams.
• Working with customers to understand business challenges and align Esri solutions to their objectives.
• Supporting the development and progression of opportunities through Defence procurement routes and frameworks.
• Engaging with Defence and National Security partners, integrators, DIPS and Aurora partners, and the wider Defence supply chain.
• Collaborating with Professional Services, Project Management, Support and Technical teams to resolve customer issues and deliver successful outcomes.
• Preparing customer success plans, proposals, presentations and executive-level briefings.
• Contributing to sector growth by promoting best practice, innovation and long-term customer success.

Candidate requirements:

We're looking for someone who:

• Has experience working within Defence, the MOD, National Security, or the Defence supply-chain ecosystem.
• Has a background in Customer Success, Account Management, Business Development or a similar customer-facing role.
• Understands how Defence organisations operate, make decisions and procure technology.
• Is confident working with a wide range of stakeholders and building relationships at all levels.
• Can translate customer challenges into clear, value-focused outcomes.
• Has excellent communication, presentation and influencing skills.
• Holds, or is able to obtain, the necessary security clearances.
• Has an interest in geospatial technology and GIS, or experience applying technology within Defence environments.

Esri UK is a thriving organisation offering the stability of a financially secure, market-leading technology company. We encourage teamwork, celebrate contributions, and reward success with a generous bonus scheme and comprehensive benefits package.

Our benefits include:

• 6% company pension contribution
• Gym and wellbeing contribution
• Cycle to Work scheme
• Enhanced family-friendly policies
• Flexible working arrangements
• Ongoing learning and development support

Who are we?

Esri UK is the UK's leading provider of Geographic Information System (GIS) technology and the distributor of ArcGIS, the world's leading GIS platform. We help organisations across Defence, National Security, government and commercial sectors gain greater insight from their data through location intelligence.

Our people are passionate about technology, innovation and delivering exceptional customer outcomes. We invest heavily in our employees and pride ourselves on creating an inclusive, collaborative and supportive culture where people can thrive.

Equality, Diversity and Inclusion

Esri UK is an equal opportunities employer. We are committed to creating a diverse and inclusive workplace where everyone can succeed. We believe that different backgrounds, perspectives and experiences help us build stronger teams and deliver better outcomes for our customers.