Esper

Head of Customer Success

Esper

full-time

Posted on:

Location Type: Hybrid

Location: Austin • Colorado, Texas • 🇺🇸 United States

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Salary

💰 $140,000 - $160,000 per year

Job Level

Lead

About the role

  • Become an “Espert” and trusted advisor by building a deep understanding of Esper’s product, our customers, and their goals
  • Lead and scale Esper’s Customer Success function, including specialization, role clarity, and operating rhythms
  • Own renewals end-to-end across our U.S. customer base, including renewal strategy, pricing/terms, negotiation, and close
  • Drive adoption and outcomes post-launch through onboarding reinforcement, enablement, success plans, and ongoing check-ins
  • Build strong relationships with government employees at multiple levels of seniority through regular meetings, proactive outreach, and in-person engagement
  • Identify and lead expansion opportunities (upsell/cross-sell) in partnership with the Professional Services, Sales, and Executive teams
  • Establish and iterate CS playbooks (onboarding reinforcement, stakeholder changes, at-risk recovery, renewal prep, customer advocacy motion, EBRs/QBRs)
  • Improve customer customer-facing collateral (help center articles, user guides, in-product comms, release comms)
  • Manage customer support coverage and ensure issues are prioritized, communicated, and resolved with urgency
  • Serve as the internal voice of the customer, partnering cross-functionally with Product and Engineering to translate feedback into improvements
  • Report on customer health, adoption, renewal status, and key risks/opportunities for leadership

Requirements

  • 6+ years in Customer Success or Account Management with at least 2 years managing/leading programs through scale and specialization
  • Track record of owning retention outcomes and leading complex renewals with senior stakeholders
  • Strong analytical and operational chops, can build process and run it
  • Excellent written and verbal communication (recaps, success plans, exec updates)
  • Comfort working cross-functionally with Product/Engineering on feedback and fixes
  • Bias for action and focus on customer outcomes
  • Team player with a “whatever it takes” mentality
  • Bonus: public sector or govtech experience
  • Ability to travel domestically (up to 30%) depending on business need
Benefits
  • Being a part of an innovative and collaborative team that will both support and challenge you
  • Significant opportunity for growth and ownership and to shape Esper for the long-term
  • Competitive salary and equity at a growing early-stage company
  • 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
  • Monthly stipend to offset remote work expenses
  • Office equipment allowance
  • Paid Time Off to participate in volunteer/community events

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successaccount managementrenewal strategynegotiationonboardingsuccess planscustomer advocacyanalytical skillsoperational skillsprocess building
Soft skills
communicationrelationship buildingcross-functional collaborationteam playerbias for actioncustomer focusleadershipproactive outreachproblem-solvingadaptability