Customer Success Manager

Esri Indonesia; Indonesia; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Esri Indonesia is seeking a Customer Success Manager to guide strategic customers through their GIS journey and maximise value from Esri technology.

The role partners with sales, solution engineering and delivery to ensure a seamless customer experience and long-term success for key government and enterprise accounts in Indonesia.

Qualifications

• Bachelor's degree in a relevant business or related discipline.
• 10+ years in a customer-facing, customer success, account management or strategic relationship role.
• Proven ability to engage, influence, and negotiate with C-level stakeholders.
• Experience building relationships with government ministries, public-sector agencies, and senior stakeholders within Indonesia.
• Strong commercial acumen and a customer-first mindset.
• Excellent communication, presentation, facilitation, and relationship-building skills.
• Experience driving customer adoption, business outcomes, and transformational change.

Responsibilities

• Build trusted relationships with key customer stakeholders and become a strategic advisor on their GIS journey.
• Develop and deliver customer success plans that support customer goals and maximise business value.
• Lead customer onboarding and adoption activities to help organisations realise value from day one.
• Monitor customer engagement and adoption, providing insights and recommendations that drive successful outcomes.
• Work with customers to identify new opportunities for GIS solutions and services across their organisation.
• Collaborate with sales, solution engineering, and delivery teams to ensure a seamless customer experience.
• Support account planning and renewal activities to foster long-term partnerships and ongoing growth.
• Manage and resolve customer escalations while maintaining strong relationships and high levels of customer satisfaction.
• Contribute to the continued evolution of Esri Indonesia's customer success practices and customer-centric culture.

Skills

Customer success experience

C-level engagement

Relationship building

Education

Bachelor's degree in business or related discipline

Tools

Esri software familiarity

Job description

We deliver the best GIS solutions in the world, with the brightest minds on the map.

What are the issues that matter most to you Climate change, national security, disaster response

At Esri Indonesia you'll work with people at the forefront of these issues, connect them with the best tech and solutions and get an inside look into the real-world challenges that shape our future.

We turn problems into opportunities, and that takes two things:

• The most powerful GIS technology and solutions.
• Driven, talented, and passionately curious people.

Here we connect them, and that's how we achieve incredible things for communities, economies, and for your career.

About the Role

As a Customer Success Manager, you will work closely with some of Esri Indonesia's most strategic customers, helping them maximise the value of their GIS investment and achieve meaningful business outcomes.

You will build trusted relationships with senior stakeholders, guide organisations through their GIS journey, and identify opportunities to expand the impact of spatial technology across their business. This is a highly collaborative role where you will partner with teams across sales, solution engineering and service delivery to create long-term customer success.

Some of the responsibilities entail:

• Build trusted relationships with key customer stakeholders and become a strategic advisor on their GIS journey.
• Develop and deliver customer success plans that support customer goals and maximise business value.
• Lead customer onboarding and adoption activities to help organisations realise value from day one.
• Monitor customer engagement and adoption, providing insights and recommendations that drive successful outcomes.
• Work with customers to identify new opportunities for GIS solutions and services across their organisation.
• Collaborate with sales, solution engineering, and delivery teams to ensure a seamless customer experience.
• Support account planning and renewal activities to foster long-term partnerships and ongoing growth.
• Manage and resolve customer escalations while maintaining strong relationships and high levels of customer satisfaction.
• Contribute to the continued evolution of Esri Indonesia's customer success practices and customer-centric culture.

About You

We are looking for an experienced customer success or account management professional who is passionate about helping customers achieve meaningful business outcomes. You are highly consultative, commercially minded, and confident engaging with senior stakeholders, with the ability to influence, build trusted relationships and drive long-term customer value.

To be successful, you will have:

• A bachelor's degree in a relevant business or related discipline.
• 10+ experience in a customer-facing, customer success, account management or strategic relationship management role.
• Proven ability to engage, influence, and negotiate with C-level stakeholders.
• Demonstrated ability to build effective relationships and work confidently with government ministries, public-sector agencies, and senior stakeholders within Indonesia.
• Strong commercial acumen and a customer-first mindset.
• Excellent communication, presentation, facilitation, and relationship-building skills.
• Experience driving customer adoption, business outcomes, and transformational change.
• Strong analytical, problem-solving, and organisational skills.
• The ability to manage competing priorities and thrive in a dynamic environment.
• A proactive, self-driven approach and commitment to delivering exceptional customer experiences.
• Familiarity with Esri technology is highly regarded, appetite to learn is essential.
• Attitude and behaviour align with Esri Indonesia's core values.

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