Customer Success Manager

Esper • Austin, TX

20d • $80,000 - $120,000

About The Position

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees