Head of Client Success, Esri Indonesia

Esri Indonesia is the nation's leading authority on location-based technologies or Geographic Information Systems (GIS), and more specifically, the world-leading suite of ArcGIS technologies.

As a key member of the world’s largest group of ArcGIS specialists (outside the US) – the Boustead Geospatial Group – Esri Indonesia collaborates on some of the most strategic and impactful technology projects in the Asia Pacific region.

We show the highest level of integrity in all our dealings and enjoy the trust of the nation's leading government agencies and commercial enterprises. Equipped with a quality product and a unique understanding of ArcGIS, we are committed to delivering commercially responsible solutions for a stronger Indonesia.

Our technology is shaping the way we work, live and play — today and into the future — creating the world we want to see.  

We are continuously evolving and looking for new ways to grow. That’s where you come in! 

About the Role

Are you a strategic leader passionate about driving client success and business growth? 

As the Head of Client Success at Esri Indonesia, you will play a pivotal role in helping clients unlock the full potential of Geographic Information Systems (GIS) technology and services.

Reporting to both the Country Manager and the Group Chief Client Officer, you will lead a high-performing team dedicated to client adoption, expansion, and retention. 

Your leadership will shape the client experience, ensuring measurable business impact and fostering long-term partnerships.

Key responsibilities include:

• Leading and managing the Client Success, Client Care, and Science & Education teams to deliver exceptional client experiences.
• Driving adoption and expansion of GIS solutions to grow client value and recurring revenue streams.
• Collaborating with senior leadership to align local strategies with regional Client Success programs.
• Championing client-centric innovation, continuous improvement, and business transformation.
• Managing key success metrics, including client satisfaction (CSAT, NPS), operational efficiency, and growth targets.
• Building a culture of excellence, ensuring teams are empowered, skilled, and highly engaged.

This is a career-defining opportunity to lead and innovate in an organisation that is transforming industries through location intelligence.

About You

We are looking for a proven leader with a passion for client success and business impact. 

You thrive in a fast-paced environment and have the ability to influence at all levels, ensuring both client and company goals are met.

You will bring:

• 10+ years’ experience in a senior client-facing role, managing large-scale clients and high-performing teams.
• A client-first mindset, aligning with Esri Indonesia’s client experience vision.
• Strong leadership and communication skills, with the ability to engage cross-functional teams and drive business transformation.
• Commercial acumen and the ability to drive growth through strategic client engagement.
• A relevant tertiary qualification (MA/BA or BSc) in business, client success, sales, or a related discipline.
• Resilience, adaptability, and problem-solving skills to navigate changing priorities.
• A collaborative and strategic approach, working closely with regional and global teams.

Bonus points if you have:

• Experience in GIS, Location Intelligence, or Asset Management (or a strong desire to learn).
• Familiarity with ITIL and program management methodologies.

This is an exciting opportunity to make a lasting impact on both our clients and our business. If you're ready to lead a high-performing team and drive real client success, we’d love to hear from you.

Why Esri Indonesia?

At Esri Indonesia, we foster an inclusive, people-centric environment that values both professional excellence and personal well-being. Joining us, you will be provided with:

• Investment in your Growth: Access dedicated training and development programs, allowing you to continuously upskill and grow in your role.
• Career Advancement: We promote internal mobility, and provide clear pathways for career progression, empowering you to navigate and elevate your professional journey.
• Appreciation and Engagement: Enjoy a range of benefits, including Flexi Benefits, Mobile Phone Allowance, Medical & Insurance, Yearly Salary Increment, Referral Spotter Fees, Staff Awards, Engaging Events, and much more.

For further details or if you have any questions, please contact our Talent Acquisition team on 1300 635 196 or 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.