Head of Client Success, Esri Australia

Esri Australia is the exclusive local distributor of Esri's world-leading Geographic Information System (GIS) software and a member of the world's largest group of ArcGIS specialists outside of the United States — the Boustead Geospatial Group.

Our location-based technologies are 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 Australia, you will play a pivotal role in empowering clients to unlock the full potential of Geographic Information Systems (GIS) technology and services.

Reporting to the Chief Client Officer of Boustead Geospatial Group, you will drive country-specific business objectives while aligning with the Group’s broader Client Success strategy and programs. Your leadership will shape the client experience, ensuring measurable business impact and fostering long-term partnerships.
- Key Responsibilities_
- Champion a client-centric culture, putting the client at the centre of everything we do.
- Develop and refine client success strategies across Australia to drive the retention and adoption of ArcGIS software.
- Deliver key business metrics, including Annual Client Value, Total Client Value, renewal rates, and growth targets.
- Enhance client satisfaction by driving CSAT and NPS improvements, fostering long-term relationships, and building ‘Clients for Life’.
- Drive operational efficiency and effectiveness in collaboration with internal teams, both locally and across the Boustead Geospatial Group.
- Work closely with the broader Client Success organisation to design and execute programs that support clients and create value.
- Build and lead a high-performing team, fostering a culture of excellence.

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

**About You**

We’re seeking an experienced leader who thrives in fast-paced environments, excels at strategic client engagement, and can drive both client and business success.

You will bring:

- 10+ years’ experience in a senior client-facing role, managing high-performing teams.
- A client-first mindset, aligned with Esri Australia’s commitment to exceptional service delivery.
- Strong leadership and communication skills, with the ability to engage cross-functional teams and influence business transformation.
- Proven experience in program management, ideally structuring digital engagement programs with multiple touchpoints.
- Commercial acumen, with a track record of driving growth through strategic client engagement.
- A bachelor’s degree or relevant tertiary qualification in a related business, client success, or sales discipline.
- Resilience, adaptability, and problem-solving skills to navigate shifting priorities.
- A collaborative and strategic approach, working closely with senior leadership.
- Full permanent working rights in Australia.

At Esri Australia, we are committed to excellence, innovation, and empowering our clients with world-leading geospatial technology. If you’re ready to lead a dynamic team and drive real client success, we’d love to hear from you.

**Why Esri Australia?**

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

- ** Empowered Flexibility**:We offer flexible work arrangements to promote work-life balance. New employees are required to attend their local office full-time for the first two weeks to ensure a comprehensive onboarding experience before agreeing to a hybrid model.
- ** 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 Paid Parental Leave, Employee Reward Gateway, Salary Continuance Insurance, Referral Spotter Fees, Staff Awards, Engaging Events, and much more.
- ** Performance Recognition**: Experience a financially rewarding Profit Share Bonus.
- We are a 2025 Circle Back Initiative Employer - we commit to respond to every applicant._

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

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