Customer Success Manager

Job Summary

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.

Responsibilities

Customer Success & Portfolio Management
• 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
Adoption, Engagement & Growth
• 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
Customer Support & Issue Resolution
• 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
Cross-Functional Collaboration
• 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
Operational Excellence & Account Discipline
• 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

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

Experience

Preferred Experience
·   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
 
Core Competencies
 
·   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