Esper was founded in 2018 with the mission to empower dynamic and responsive policymaking in government. Esper’s goal is to 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, and we are transforming traditional bureaucracy into a dynamic and flexible system that encourages innovation and collaboration.
Job Description:
Esper is looking for an experienced Customer Success Lead to serve as a long-term partner to our customers. The customer journey doesn’t stop at launch. Our goal is durable adoption, measurable outcomes, and partnerships that grow over time.
As the Customer Success Lead, you’ll lead Esper’s next-stage CS evolution: moving from effective generalist motions to a specialized, scalable organization with clear ownership, consistent customer experiences, and predictable retention outcomes. You’ll be accountable for our retention and renewal performance, strengthening adoption and customer health, and building the operating system (people, process, and tooling) that supports growth.
You’ll thrive here if you’re resourceful, decisive, highly organized, and comfortable operating in a fast-moving environment with a strong bias for execution and continuous feedback.
Nice to have
As a bonus, we’d love it if you have a strong interest in policymaking and government! We believe policy shapes our daily lives more than most realize, and central to the role is helping us build software for transforming how policy is created through better data and transparency.
What you’ll do:
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Become an “Espert” and trusted advisor by building a deep understanding of Esper’s product, our customers, and their goals
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Lead and scale Esper’s Customer Success function, including specialization, role clarity, and operating rhythms
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Own renewals end-to-end across our U.S. customer base, including renewal strategy, pricing/terms, negotiation, and close
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Drive adoption and outcomes post-launch through onboarding reinforcement, enablement, success plans, and ongoing check-ins
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Build strong relationships with government employees at multiple levels of seniority through regular meetings, proactive outreach, and in-person engagement
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Identify and lead expansion opportunities (upsell/cross-sell) in partnership with the Professional Services, Sales, and Executive teams