Head of Client 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'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

We are seeking an influential and strategic leader who is passionate about elevating client success and driving measurable business outcomes.

As the Head of Client Success, you will guide organisations across Indonesia in realising the full value of Geographic Information Systems (GIS) technology and services. Reporting to the Group Chief Client Officer and the Country Manager, you will oversee a high-performing team responsible for client adoption, expansion, and long-term retention.

Your leadership will define the end-to-end client experience, ensuring our clients achieve meaningful results while strengthening Esri Indonesia’s position as a trusted partner in location intelligence.

In this role, you will:

• Lead and develop the Client Success, Client Care, and Science & Education teams to deliver exceptional client experiences.
• Drive the adoption, expansion, and value realisation of GIS solutions to support client growth and increase recurring revenue.
• Collaborate with senior leadership to align local initiatives with regional and global Client Success strategies.
• Champion a client-centric culture focused on innovation, continuous improvement, and operational excellence.
• Own and optimise key performance metrics, including CSAT, NPS, value realisation, operational efficiency, and growth outcomes.
• Build a high-engagement, high-performance team environment where people are empowered and equipped to succeed.

This is a career-defining leadership opportunity to shape how organisations across Indonesia use location intelligence to transform industries and create real-world impact.

About You

You are an experienced leader who thrives in dynamic environments and is passionate about helping clients achieve success at scale. You influence confidently at all levels, build trusted relationships, and turn strategy into action that drives business impact.

You will bring:

• 10+ years in a senior client-facing leadership role managing enterprise-level clients and high-performing teams.
• A strong client-first mindset with a track record of improving client experience and driving measurable outcomes.
• Leadership presence with the ability to engage, inspire, and collaborate across cross-functional and regional teams.
• Commercial acumen and experience driving growth through strategic client engagement and value realisation.
• A relevant tertiary qualification (MA/BA or BSc) in business, client success, technology, or a related discipline.
• Adaptability, resilience, and problem-solving capability to lead through complexity and change.
• A collaborative approach and a strong ability to work across regional and global stakeholders.

Bonus points if you have:

• Experience in GIS, Location Intelligence, Asset Management, or a strong interest in developing expertise.
• Familiarity with ITIL, service delivery frameworks, or program management methodologies.

This is an exciting opportunity to make a lasting impact on both our clients and our business. If you are ready to lead a high-performing team, shape the client experience and make a lasting impact across Indonesia’s digital and geospatial landscape, we would love to hear from you.

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

For further details or if you have any questions, please contact our Talent Acquisition team by mail at careers@esriaustralia.com.au. 

We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant. 

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