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Customer Success Manager at Esper in Austin, TX

ExperiencedOn-siteFull-timeAustin, TX$80k–$120k/yr

Skills

salesforcehubspotgainsightjiraofficegsuite

Job Description

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.

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.

Compensation

Annual salary range: $80,000 - $120,000

Additional Earnings: Other performance-based incentives

Perks and Benefits

· Being a part of an innovative and collaborative team that will both support and challenge you

· Significant opportunity for growth and ownership

· Ability to shape Esper for the long-term

· 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

· Quarterly bonuses

· Monthly stipend to offset remote work expenses

· Office equipment allowance

· Paid Time Off to participate in volunteer/community events

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