Customer Success Manager

Boustead; Jakarta Pusat; On-site; IDR 300,000,000 - 420,000,000; Full time

Job summary

Esri Indonesia seeks a Customer Success Manager to work with strategic customers, maximizing GIS value and business outcomes. You’ll build trusted relationships with senior stakeholders and guide organisations through their GIS journey, partnering with sales, solution engineering and service delivery for long-term success.

You’ll lead onboarding, adoption and ongoing engagement, identify expansion opportunities, and help ensure renewal and satisfaction across accounts in a dynamic, collaborative

Qualifications

• Bachelor’s degree in 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 in 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.
• Ability to manage competing priorities in a dynamic environment.
• Proactive, self-driven approach and commitment to exceptional customer experiences.
• Familiarity with Esri technology is highly regarded.
• Attitude and behaviour aligned with Esri Indonesia’s core values.

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 goals and maximise value.
• Lead onboarding and adoption activities to realise value from day one.
• Monitor engagement and adoption, providing insights and recommendations.
• Identify new opportunities for GIS solutions and services across the organisation.
• Collaborate with sales, solution engineering, and delivery teams for a seamless experience.
• Support account planning and renewal activities to foster long-term partnerships.
• Manage and resolve escalations while maintaining strong relationships.
• Contribute to evolving Esri Indonesia's customer success practices and culture.

Skills

Stakeholder management

Communication

Negotiation

Relationship building

Analytical thinking

Problem solving

Presentation

Change management

Customer adoption

Strategic advisory

Education

Bachelor's degree in business or related discipline

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

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