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Esper is a government technology company founded in 2018 that transforms policymaking through data-driven insights and stakeholder collaboration. The company is seeking an experienced Customer Success Lead to build and scale its CS function from generalist operations into a specialized, scalable organization.
In this role, you will lead Esper's customer success evolution, owning retention and renewal performance across the U.S. government customer base. You'll be accountable for building the people, processes, and tooling that drive durable adoption, measurable outcomes, and long-term partnerships.
Key responsibilities include: leading and scaling the CS team with clear role specialization and operating rhythms; owning renewals end-to-end including strategy, pricing, negotiation, and close; driving post-launch adoption through onboarding, enablement, and success planning; building relationships with government stakeholders at multiple levels; identifying and leading expansion opportunities in partnership with Sales and Professional Services; establishing and iterating CS playbooks (onboarding, at-risk recovery, renewal prep, customer advocacy, executive business reviews); improving customer-facing collateral and support coverage; serving as the internal voice of the customer to Product and Engineering; and reporting on customer health, adoption, and renewal status to leadership.
Success metrics include predictable renewals with >95% retention, specialized CS roles with clear handoffs, measurable adoption increases, trusted customer champions, and repeatable, scalable processes.
You bring 6+ years in Customer Success or Account Management, with at least 2 years managing/leading programs through scale and specialization. You have a track record of owning retention outcomes and leading complex renewals with senior stakeholders. You're analytically strong, operationally excellent, and can build and run processes. You communicate clearly in writing and verbally, work effectively cross-functionally, and have a bias for action focused on customer outcomes. Public sector or govtech experience is a bonus. You're comfortable with domestic travel up to 30% as needed.
