Customer Success Manager

Esper•Austin, TX

19d•$80,000 - $120,000•Onsite

About The Position

Esper was founded in 2018 with a mission to empower dynamic and responsive policymaking in government. We align existing data, stakeholders, and public policy goals to streamline the policymaking process at all levels of government. We imagine a world where policymaking is driven by data and insights from all stakeholders, transforming traditional bureaucracy into a dynamic and flexible system that encourages innovation and collaboration. As a fast-growing GovTech company, Esper is at the intersection of two powerful forces: the modernization of government operations and the transformative potential of data-driven decision-making. Our customer base is expanding rapidly, and we are building the team that will define how public policy is shaped for decades to come. The Customer Success Manager will drive value to Esper’s customers by serving as a strategic partner throughout the post-sale lifecycle, supporting customers as they adopt, expand, and realize ongoing value from the platform. You’ll combine relationship management, data-driven insights, and customer advisory skills to ensure customers are continuously progressing toward their goals and maximizing the impact of Esper across their organization. This is a customer-facing Customer Success role responsible for managing a portfolio of customers. You will own renewals by monitoring customer health, identify risk, increase adoption and usage, and surface expansion opportunities. Working cross-functionally with Engineering, Sales, Product, and Leadership, you’ll help ensure customers realize value quickly, remain engaged, and continue growing with Esper.

Requirements

3-7 years of experience in SaaS/Software Customer Success or Account Management role, specifically owning a book of business with a focus on retention, renewals, and expansion
2-4 years proven track record of managing long-term customer relationships and navigating complex organizational structures
Proven ability to manage multiple customer workstreams with strong ownership of timelines, action items, risks, and stakeholder communication
Strong consultative skills with the ability to understand customer processes, ask thoughtful questions, and recommend practical solutions
Experience using customer health scoring (based on product usage, engagement, and sentiment) to proactively identify churn risks and execute mitigation plans.
Demonstrated ability to develop and execute Success Plans that align customer business goals with product capabilities to ensure continuous value delivery
Experience leading Executive Business Reviews (EBRs) or Quarterly Business Reviews (QBRs) to demonstrate ROI and align on future strategic initiatives
Excellent written and verbal communication skills, including workshop facilitation, training, and customer-facing presentations
Strong documentation and organizational skills; able to maintain detailed account health records, adoption metrics, executive business reviews, and playbooks that ensure consistent renewal and growth
Proficiency with common business tools (e.g., Office/Excel, GSuite, Jira, Salesforce, Hubspot or Gainsight)
Ability to travel domestically (up to 30%) depending on business need

Nice To Haves

GovTech experience or knowledge of government operational concepts, regulatory frameworks, and policymaking processes
Strong AI experience to improve internal workflow, increase customer touchpoints, and leveraging to improve customer experience
Familiarity with adoption planning, change management, training and/or customer best practices
Experience with data migration, report creation, or structured content onboarding processes
Strong Excel skills, including the ability to use formulas, pivot tables, v-lookups, and error-checking to manage and format data
A genuine interest in public policy and how technology can transform how government operates
Consultative Problem Solving: Understands customer needs, asks the right questions, and translates workflows into practical solutions
Customer Success Orientation: Focuses on adoption, customer health, long-term value, and successful outcomes after go-live
Risk Awareness: Identifies blockers, usage concerns, or change impacts early and helps coordinate mitigation plans
Communication & Enablement: Communicates clearly, facilitates training, and keeps stakeholders aligned throughout delivery
Cross-Functional Collaboration: Works effectively across Product, Engineering, Sales, and Professional Services to support customer outcomes
Process Discipline: Maintains organized documentation, consistent follow-up, and repeatable delivery habits

Responsibilities

Manage a portfolio of ~25-50 customer accounts, serving as the primary point of contact for renewals, account health, engagement, and growth
Build strong, trust-based relationships across customer stakeholders, positioning yourself as a strategic advisor throughout the customer lifecycle
Maintain consistent, proactive communication cadence across accounts to ensure alignment on goals, usage, and outcomes
Monitor customer health signals, identifying risks early and driving action plans to improve retention and long-term success
Partner with customers to define success criteria, track progress, and ensure continuous value realization from Esper
Drive product adoption and ongoing usage by guiding customers on best practices aligned to their workflows and policy management goals
Analyze product usage data, engagement trends, and behavioral signals to identify gaps, opportunities, and expansion paths
Proactively identify upsell and expansion opportunities based on customer needs, maturity, and product utilization
Partner with customers to expand use cases across departments, teams, and agencies to deepen platform footprint
Lead renewal conversations including pricing/terms, negotiation, and close by demonstrating measurable value, impact, and alignment to customer objectives
Serve as a frontline partner for customer support needs, ensuring timely resolution and clear communication
Act as the liaison between customers and internal teams (Product, Engineering) to escalate and resolve issues effectively
Ensure customers feel supported, heard, and confident in Esper’s ability to deliver on their needs
Track recurring issues and themes to help improve product experience and reduce friction over time
Partner closely with Sales, Product, Engineering, and Leadership to ensure a seamless and high-quality customer experience
Share structured customer feedback, usage insights, and market signals to inform product development and roadmap priorities
Collaborate on account strategy, expansion planning, and customer communications to drive aligned outcomes
Advocate for the customer internally while balancing business goals and scalability
Maintain accurate account records, health tracking, engagement notes, and success plans across your portfolio
Develop scalable processes to manage a high-volume book of business without sacrificing quality of engagement
Establish repeatable playbooks for outreach, adoption campaigns, and risk mitigation
Continuously improve workflows to balance proactive engagement with reactive support

Benefits

Being a part of an innovative and collaborative team that will both support and challenge you
Significant opportunity for growth and ownership
Ability to shape Esper for the long-term
Paid holidays & unlimited PTO
Medical, dental, and vision insurance
Generous parental & sick leave
401(k) retirement plan with employer match
Short/Long term disability & life insurance
Flexible spending account (FSA)
Work anniversary equity grants
Quarterly bonuses
Monthly stipend to offset remote work expenses
Office equipment allowance
Paid Time Off to participate in volunteer/community events