Customer Success Lead
New
E
EsperGovTech
Austin, Texas / RemoteFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 6+ years
- Required Skills
- Customer SuccessAccount ManagementCross-functional collaboration
Requirements
- 6+ years of experience in Customer Success or Account Management.
- At least 2 years of experience managing or leading programs through scale and specialization.
- Demonstrated track record of owning retention outcomes and leading complex renewals.
- Strong analytical and operational skills with the ability to build and run processes.
- Excellent written and verbal communication skills.
- Ability to work cross-functionally with Product and Engineering teams.
- Bias for action and strong focus on customer outcomes.
- Ability to travel domestically up to 30% of the time.
Responsibilities
- 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.
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