Customer Success Manager

Location: Austin, TX (with domestic travel up to 30%)

Department: Professional Services & Customer Success

Employment Type: Full-Time

Location: Austin, Texas

About Esper

Esper was founded in 2018 with a mission to empower dynamic and responsive policymaking in government. We align existing data, stakeholders, and public policy goals to streamline the policymaking process at all levels of government. We imagine a world where policymaking is driven by data and insights from all stakeholders, transforming traditional bureaucracy into a dynamic and flexible system that encourages innovation and collaboration.

As a fast-growing GovTech company, Esper is at the intersection of two powerful forces: the modernization of government operations and the transformative potential of data-driven decision-making. Our customer base is expanding rapidly, and we are building the team that will define how public policy is shaped for decades to come.

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