Head Of Customer Success • Lead

Who you are

You have extensive experience in customer success, ideally with a background in building and leading teams. You understand the importance of customer retention and are passionate about creating exceptional customer experiences. You thrive in a hands-on role, especially in the initial stages of team development, and are eager to establish processes that ensure customer health and satisfaction. You possess strong leadership skills and can effectively communicate with various stakeholders to drive alignment and success. You are data-driven and can leverage insights to improve customer outcomes and foster long-term partnerships. You are adaptable and can navigate the complexities of a growing organization while maintaining a focus on customer needs.

Desirable

Experience in a technology-driven environment is a plus, as is familiarity with data-driven decision-making processes. You may have a background in public policy or government, which aligns with Esper's mission to empower policymaking through data. A proven track record of achieving measurable outcomes in customer success roles will set you apart.

What you'll do

As the Head of Customer Success, you will be responsible for shaping the future of the Customer Success team at Esper. In the first six months, you will take on a hands-on role, working directly with customers to understand their needs and ensure successful adoption of Esper's solutions. You will develop strategies to enhance customer engagement and retention, focusing on building long-lasting partnerships. You will lead the transition from generalist motions to a specialized, scalable organization, ensuring that customer experiences are consistent and predictable. You will be accountable for retention and renewal performance, working closely with cross-functional teams to align efforts and drive success. You will build the operating system that supports growth, including processes, tools, and team structures that facilitate effective customer interactions. You will analyze customer health metrics and use data to inform your strategies, ensuring that customers achieve their desired outcomes with Esper's products.

What we offer

Esper provides a competitive salary range of $140,000 to $160,000, along with a comprehensive benefits package that includes dental and vision insurance, generous parental and sick leave, and a 401(k) retirement plan with employer match. We also offer a flexible spending account (FSA), work anniversary equity grants, and a monthly stipend to offset remote work expenses. You will have the opportunity to participate in volunteer and community events, fostering a culture of engagement and social responsibility. Join us at Esper to make a meaningful impact in the world of policymaking and customer success.