Customer Success Leader: Retention & Growth (Remote)

Esper; Austin (TX); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with employer match

Unlimited PTO

Paid holidays

Monthly remote work stipend

Office equipment allowance

Volunteer time off

Job summary

Esper is seeking a Customer Success Lead to partner with government-focused customers and scale a durable, outcomes-driven CS organization. You will own renewals, drive adoption after launch, and collaborate across Product, Engineering, Sales, and Professional Services.

The role emphasizes measurable retention, cross-functional playbooks, and proactive customer advocacy, with travel up to 30% as needed. The position offers significant growth, equity, and a chance to shape Esper’s long-term CS

Qualifications

• 6+ years in Customer Success or Account Management.
• Experience leading programs through scale and specialization.
• Strong analytical and operational skills.

Responsibilities

• Own renewals end-to-end across U.S. customers, including strategy, terms, negotiation, and close.
• Lead and scale Esper’s Customer Success with specialization and clear ownership.
• Drive post-launch adoption and outcomes through onboarding, success plans, and regular check-ins.
• Build relationships with government staff at multiple levels through regular meetings and outreach.
• Identify and lead expansion opportunities with other teams (PS, Sales, Executives).
• Develop and iterate CS playbooks for onboarding, at-risk recovery, renewal prep, and advocacy motions.
• Translate customer feedback into product improvements with cross-functional partners.
• Report on health, adoption, and renewal status for leadership.

Skills

Customer Success

Account Management

Program leadership

Analytics

Communication

Cross-functional collaboration

Job description

Esper is seeking a Customer Success Lead to partner with government-focused customers and scale a durable, outcomes-driven CS organization. You will own renewals, drive adoption after launch, and collaborate across Product, Engineering, Sales, and Professional Services.

The role emphasizes measurable retention, cross-functional playbooks, and proactive customer advocacy, with travel up to 30% as needed. The position offers significant growth, equity, and a chance to shape Esper’s long-term CS