Customer Success Manager – Defence

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Develop and maintain trusted relationships across Defence organizations, including MOD departments, corporate services, enabling functions, and Defence prime contractors.

• Serve as a strategic advisor, assisting customers in maximizing the value of their ArcGIS investment.

• Oversee and expand existing Defence accounts through proactive engagement and customer success strategies.

• Identify opportunities to enhance GIS adoption across various departments, programs, and teams.

• Understand customer business challenges and align Esri solutions to meet their objectives.

• Support the development and advancement of opportunities through Defence procurement routes and frameworks.

• Engage with Defence and National Security partners, integrators, DIPS and Aurora partners, as well as the broader Defence supply chain.

• Collaborate with Professional Services, Project Management, Support, and Technical teams to address customer issues and ensure successful outcomes.

• Prepare customer success plans, proposals, presentations, and executive-level briefings.

• Contribute to sector growth by advocating best practices, innovation, and long-term customer success.

⛳️ Requirements

• Experience in Defence, the MOD, National Security, or the Defence supply-chain ecosystem.

• Background in Customer Success, Account Management, Business Development, or a comparable customer-facing role.

• Understanding of how Defence organizations operate, make decisions, and procure technology.

• Confidence in working with a diverse range of stakeholders and building relationships at all levels.

• Ability to translate customer challenges into clear, value-driven outcomes.

• Excellent communication, presentation, and influencing abilities.

• Holds, or is capable of obtaining, the necessary security clearances.

• Interest in geospatial technology and GIS, or experience applying technology in Defence environments.

• Willingness to travel regularly to Defence sites, partners, and events throughout the UK.

• Some overnight stays may be necessary.

• CV and covering letter required, including salary expectations.

🏝️ Benefits

• Generous bonus scheme (approximately 20%).

• Car allowance.

• 6% company pension contribution.

• Private healthcare.

• Gym and wellbeing contribution.

• Cycle to Work scheme.

• Enhanced family-friendly policies.

• Paid volunteering opportunities.

• Flexible working arrangements.

• Ongoing learning and development support.

• Stability of a financially secure, market-leading technology company.

• Inclusive, collaborative, and supportive culture.