Customer Success Manager

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? Law Enforcement, National Security, Civil Defence, Public Safety?

At Esri Singapore you will 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 (CSM), you will be at the heart of our customer relationships, ensuring our clients achieve meaningful outcomes and realise the full value of their GIS investments. You will partner with the Ministry of Home Affairs as they leverage GIS to enhance public safety, security, emergency response, and operational decision-making. You will work closely with stakeholders across the Home Team to drive the successful adoption of Esri technology, help realise strategic business outcomes, and identify opportunities to innovate through location intelligence.

This is a strategic, relationship-led role, this is not a sales role.

You won’t just support customers, you will partner with them as a trusted advisor, helping them solve complex challenges, accelerate adoption and build long-term success.

Your day-to-day will be dynamic, strategic, and highly collaborative.

You will:

• Own and elevate the end-to-end customer experience across a portfolio of enterprise and government clients
• Build trusted relationships with stakeholders - from senior executives to operational leaders
• Act as a strategic advisor, deeply understanding customer priorities, challenges and success metrics
• Drive adoption and value realisation through structured customer success initiatives
• Identify new GIS use cases and partner with the Sales team to unlock growth opportunities
• Contribute to key commercial outcomes including Net Revenue Retention (NRR), Total Client Value (TCV), and Annual Recurring Revenue (ARR)
• Align closely with Sales leadership on account strategy, renewals and long-term planning
• Orchestrate technical discussions by engaging the right internal and external experts
• Ensure successful renewal of Enterprise Agreements while supporting Gross Renewal Rate (GRR) targets
• Proactively manage risks and resolve escalations, engaging senior leadership when needed
• Collaborate across internal teams, partners and global stakeholders (including Esri Inc.) to deliver exceptional outcomes
• Ensure all activities align with governance, compliance and company standards

About you

You are a strategic thinker, relationship builder, and problem solver who thrives in complex environments. Ideally you will bring:

• A bachelor’s degree in business, technology or a related field, with 10+ years in senior client-facing, account management or customer success roles
• A strong track record of engaging and influencing C-suite stakeholders and senior decision-makers
• Proven experience managing large, complex enterprise or Singaporean government accounts
• Prior work experience within the Ministry of Home Affairs will be highly considered.
• The ability to translate business needs into impactful technology and spatial solutions
• Strong commercial acumen - balancing customer outcomes with contractual and organisational goals
• Deep understanding of Customer Success methodologies - including adoption, value realisation and success planning
• Experience driving digital transformation and organisational change initiatives
• A collaborative mindset with experience working cross-functionally across sales, technical and delivery teams
• Excellent communication, facilitation and executive presence
• Strong analytical and problem-solving capabilities
• A proactive, resilient, and self-driven approach in fast-paced environments
• Professional values and behaviours aligned with Esri Singapore’s culture

Bonus experience

• Leadership or people management experience
• Program or portfolio management expertise
• ITIL certification or service management background

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

Please note that Esri Singapore does not accept unsolicited resumes from recruiters or employment agencies.