Strategic GIS 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

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