- Lead and scale Esper’s Customer Success function, including specialization and operating rhythms.
- Own renewals end-to-end for the U.S. customer base, including strategy, negotiation, and closing.
- Drive adoption and outcomes through onboarding, success plans, and ongoing engagement.
- Build relationships with government stakeholders through regular meetings and in-person engagement.
- Identify expansion and upsell/cross-sell opportunities in collaboration with Sales and Professional Services.
- Establish and iterate on CS playbooks and customer-facing collateral.
- Manage customer support coverage to ensure urgent issue resolution.
- Represent the voice of the customer to internal Product and Engineering teams.
Account ManagementCross-functional collaborationCustomer Success