Senior Customer Success Manager, Defence Job Description Job Title: Senior Customer Success Manager, Defence Salary Min: 102,600.00 CAD Salary Max: 128,200.00 CAD Country: Canada Full time/Part-time: Full-time

Senior Customer Success Manager, Defence

Esri Canada has an exceptional opportunity for a full-time Senior Customer Success Manager, Defence to join our Federal Sector team.

Reporting to the Director of Federal Sector, the person in this role provides senior-level customer success and account leadership for complex, high-value Department of National Defence (DND) customer accounts. Operating with broad direction and a high degree of autonomy, this role owns strategic customer success outcomes, renewal and growth performance, and executive-level engagement. The Senior Customer Success Manager, Defence acts as a trusted advisor to senior DND stakeholders, leads multi-year customer success strategies, and orchestrates cross-functional teams to ensure sustained value realization, retention, and net revenue growth within the Federal environment.

This role will be hybrid in Ottawa, Ontario

About us:

Esri Canada provides geographic information system (GIS) solutions that empower people in business, government and education to make informed and timely decisions by leveraging the power of mapping and spatial analytics.

If you are passionate about making an impact in an organization that’s committed to creating a sustainable future, consider joining our team

A Day in the Life of a Senior Customer Success Manager at Esri Canada:

- Own and lead strategic customer success for complex customer accounts, building trusted relationships with executive, political, and senior civil service stakeholders.




- Define and execute multi‑year Customer Success Strategies aligned to customer priorities, digital transformation initiatives, and long‑term platform adoption.
- Serve as a senior trusted advisor, advising customers on enterprise‑level GIS and location intelligence strategies to drive measurable value, ROI, and organizational outcomes.
- Lead and coordinate account‑level planning and execution, aligning Sales, Professional Services, and other internal teams around shared customer and revenue objectives.
- Own renewal, retention, and expansion outcomes, including forecasting, risk mitigation, and identification of growth opportunities across software, services, and training.
- Navigate and resolve high‑impact customer issues and escalations, exercising judgment in ambiguous and politically sensitive environments.
- Influence and negotiate at the executive level to secure customer commitment in complex, multi‑stakeholder situations.
- Contribute to regional and organizational success by sharing best practices, mentoring less‑experienced Customer Success Managers, and supporting continuous improvement of customer success practices.

What you bring to the team:

- Minimum 7 years of relevant experience leading complex, solution-based customer engagements through strategic advisory, stakeholder influence, customer success, account management, consulting, or enterprise solution delivery.




- Proven experience supporting large or complex customer accounts and developing multi-year strategies that advance customer adoption, value realization, retention, and organizational outcomes.
- Significant experience working within Federal government, public‑sector, defence, national security, or similarly complex and regulated environments is preferred.
- Demonstrated ability to serve as a trusted advisor to senior and executive‑level stakeholders, translating complex GIS and location intelligence use cases into actionable strategies that support policy, program, and service delivery outcomes.
- Proven experience owning customer retention, renewal, and expansion outcomes for large or complex accounts, including forecasting, risk mitigation, and value articulation.
- Demonstrated strategic thinking, with the ability to develop and execute multi‑year customer success and account strategies aligned to customer and organizational objectives.
- Proven ability to influence, negotiate, and obtain commitment at the executive level in complex, multi‑stakeholder situations.
- Demonstrated experience leading and coordinating cross‑functional account teams (e.g., Sales, Professional Services, Project Management) to achieve shared customer and revenue outcomes.
- Solid business and analytical acumen, including the ability to assess customer health, interpret data and trends, and translate insights into actionable strategies.
- Demonstrated leadership capability, including mentoring less‑experienced team members and contributing to the continuous improvement of customer success practices.
- Post‑secondary degree or diploma in

📌 Senior Customer Success Manager, Defence (Ottawa)
🏢 Esri Canada
📍 Ottawa