Head of Customer Success

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 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

We are looking for a Head of Customer Success to lead and evolve our Indonesia business - someone who can turn customer relationships into measurable growth, not just satisfaction.

This is not a support role. This is a customer-focused commercial leadership role with ownership of the entire customer lifecycle - adoption, expansion and renewal - driving sustainable ARR growth across an established and growing customer base.

Indonesia is a high-growth market for us. We already have a strong portfolio of customers, strong technology and strong momentum.

What we need now is a leader who can:

• Unlock expansion opportunities within our existing customers
• Ensure adoption to drive our renewals
• Build a world-class Customer Success function
• Translate customer outcomes into commercial impact

You will be part of the country leadership team, working closely with Sales, Services and regional Customer Success to shape the next phase of growth.

You will own:

• End-to-end customer lifecycle: onboarding, adoption, value realisation, expansion and renewal
• Revenue growth from existing customers (ARR, retention, upsell/cross-sell)
• Customer health and success metrics: NPS, CSAT, adoption rates, renewal rates
• Churn risk management and mitigation strategies
• Customer Success programs across enterprise and mid-market segments
• A team covering Customer Care, Enablement Services, and Customer Success Programs

This is a metrics-driven role - you'll be expected to know your numbers and move them.

About You

You are not just a relationship manager you are a commercial operator.

To be successful you will need to bring:

• Proven successful leadership experience in Customer Success and/or Account Management
• Strong background in the enterprise business software, technical solutions, SaaS or annuity-based business models
• Track record of driving customer expansion and retention growth
• Comfortable owning and reporting on metrics, such as: ARR growth, Renewal rates, NPS / CSAT, Product adoption.
• Excellent communication skills in English (you will work across regional and global teams)
• Experience leading and developing high-performing teams
• Strong business acumen - you understand how customer value links to revenue
• Experience in GIS, location intelligence or enterprise technology will be a plus but is not essential.

What success looks like

• Customers who actively adopt and expand their use of our platform
• A high-performing, engaged Customer Success team
• Strong retention and predictable renewal outcomes
• Clear alignment between Customer Success and Sales
• Measurable contribution to Indonesia's growth targets

If you're ready to step into a role where Customer Success is truly commercial, strategic and high impact, we'd like to hear from you.

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.