Customer Success Manager, Emergency Services
- Serve as a trusted advisor for Emergency Management customers.
- Drive customer adoption and engagement with GIS solutions.
- Manage customer relationships and support industry initiatives.
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 Australia 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
At Esri Australia, we help Emergency Management organisations unlock greater value from their geospatial investments to improve operational outcomes, preparedness, and response capabilities. As the Customer Success Manager, Emergency Management, you will be the trusted advisor for a portfolio of customers, driving adoption, innovation, and long-term success through proactive engagement and strategic account management.
Some of the responsibilities entail:
- Partner with Emergency Management customers to maximise value and outcomes from their GIS investments.
- Drive customer adoption, innovation, and engagement across the portfolio.
- Identify growth opportunities and support expansion through qualified lead generation.
- Collaborate with Sales, Renewals, and internal stakeholders to achieve strong customer retention and revenue outcomes.
- Develop and maintain trusted relationships with senior leaders and key decision-makers.
- Manage customer escalations and coordinate support to ensure positive customer experiences.
- Lead and support industry engagement initiatives, including Communities of Practice, AFAC, EMSINA, and the Disaster Response Program.
- Advocate for customer needs and coordinate internal resources to deliver successful outcomes.
About You
We're 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.
- 5+ 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.
- Strong commercial acumen and a customer-first mindset.
- Excellent communication, 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.
- Current permanent and full-time working rights in Australia.
- Attitude and behaviour align with Esri Australia's core values.
Discover how our values shape our impact, your journey begins with one click here: Our people
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