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 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

We’re building something ambitious in Singapore and we are looking for a commercially minded Head of Customer Success to lead the charge.

This is a newly created, senior leadership role with full ownership of the customer lifecycle across a growing, enterprise customer base. You won’t just be running a function, you will be shaping how Customer Success drives revenue, retention, and long-term value in a modern subscription business.

In today’s enterprise technology and annuity-driven world, growth doesn’t stop at the sale. It’s built through adoption, expansion, and renewal and that’s exactly where you come in.

As Head of Customer Success, you’ll take ownership of the existing customer engine, driving measurable outcomes across:

• Customer adoption and value realisation
• Expansion and upsell within accounts
• Renewal performance and retention
• Customer advocacy and satisfaction

You will play a critical role in augmenting net new sales by unlocking growth from within.

You will lead and scale a multi-disciplinary Customer Success function, bringing together customer care, training, advisory and success programs into a cohesive, high-performing engine.

Your focus will be to:

• Own the end-to-end customer lifecycle from onboarding through to renewal and expansion
• Drive ARR growth through retention, expansion and reduced churn
• Build and embed a metrics-led culture, owning KPIs such as NPS, CSAT, adoption rates, renewal rates and customer lifetime value
• Partner closely with Sales, Services and Leadership to align on growth strategy
• Develop scalable, programmatic approaches to engage both enterprise and mid-market customers
• Elevate Customer Success into a true strategic growth function, not just a support team

This is a leadership role with real influence - both locally in Singapore and across the broader regional organisation.

About You

We’re looking for someone who blends commercial sharpness with customer centricity. To be successful in this role, you will need to bring along:

• Proven leadership experience in Customer Success, Account Management, or related fields
• Strong background in Enterprise Technology, SaaS, subscription or recurring revenue models
• Experience in enterprise technology, platforms, or data-driven solutions is highly regarded.
• Deep understanding of customer lifecycle economics (adoption → expansion → renewal)
• Track record of owning and delivering against revenue and retention targets
• Confidence working with senior stakeholders and influencing at executive level
• A data-driven mindset - comfortable owning and driving performance through metrics
• Excellent communication skills in English, with the ability to engage across cultures and functions

Why join us?

Singapore is a key growth market for us in APAC, and this role sits at the heart of that journey.

You’ll have:

• A seat at the leadership table, shaping country and regional strategy
• The opportunity to build and scale a function with real autonomy
• A collaborative, high-performance culture with strong regional alignment
• Exposure to complex, enterprise customers across critical industries
• The chance to make a measurable impact on revenue, growth, and customer outcomes

If you’re ready to lead from the front and turn Customer Success into a true growth engine, we would love 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.