Esper · 1 month ago
Head of Customer Success
Austin, TX
Full-time
Hybrid
Director/Executive
$140K/yr - $160K/yr
6+ years expEsper is a company focused on empowering dynamic policymaking in government. They are seeking an experienced Head of Customer Success to build and scale their Customer Success team, ensuring durable adoption and measurable outcomes for their customers while managing renewals and strengthening customer relationships.
AssociationBig DataEnterprise SoftwareGovernmentInformation TechnologyMobileSoftware
Responsibilities
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
Qualification
Required
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
Ability to travel domestically (up to 30%) depending on business need
Preferred
strong interest in policy making and Government
public sector or govtech experience
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
Company
Esper
Esper provides a platform for governments to create and manage public policy from a single dahsboard.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$10.72MKey Investors
Alumni VenturesCota Capital
2023-08-11Series A
2021-08-11Series A· $8M
2021-04-01Seed
Leadership Team
Maleka Momand
Co-Founder & CEO
Lilli Oetting
Co-Founder and CTO
Recent News
2026-01-07
2025-10-07
GlobeNewswire News Room
2024-11-07
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