Customer Success Manager
Esper
This job is no longer accepting applications
See open jobs at Esper.See open jobs similar to "Customer Success Manager" ST Ventures Lab.Administration
Remote
Posted on Tuesday, March 5, 2024
Location: This is a remote position where a candidate can reside in the following states. New York, California, Texas, Washington, Washington, D.C, Illinois, Georgia, Connecticut , Iowa, Virginia, Michigan, Maryland, Arizona or Missouri, Colorado, Ohio, Oregon, or Massachusetts.
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.
Esper is building the foundation of our Customer Success team and looking for an experienced Customer Success Manager to serve as a long-term partner to our customers.
Job Description:
The customer journey doesn’t stop after a client is launched! Esper aims to be long-term partners to our customers, and as Customer Success Manager, you are at the forefront of proactively forging enduring relationships with customers.
As a Customer Success Manager, you are above all responsible for customer retention. You will work directly with customers post-implementation to ensure successful product adoption, empower champions, and seek opportunities to upsell and improve their experience using Esper.
Important to the role will be strong organizational skills, the ability to quickly learn the customer domain, and a strong intuition for technology and product. As a fast-moving startup, we place a premium on resourcefulness, speed, execution, and continuous feedback. As a bonus, we’d love it if you have a strong interest in policy making 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.
This is a remote-forward role, though candidates should expect regular travel to customers (2-3x per quarter).
What you'll do:
- Become an “Espert” and trusted advisor to customers by developing a deep understanding of our product and customers
- Own renewal process for key government customers across the United States
- Build strong relationships with government employees at all levels of rank via regular meetings, proactive outreach, and occasional in-person meetings
- Grow our existing business by proactively identifying opportunities to upsell customers
- Lead meetings with customers to share their progress in Esper, the latest Esper product updates, and how we can better support them
- Collaborate with the Executive Team to closely monitor customer health & risk
- Seek opportunities to increase customer satisfaction and strengthen client relationships
- Create and update customer collateral (user guides, knowledge base, etc.)
- Provide rotating customer support coverage
- Lead client engagement strategy by proactively identifying ways to build on the success of our customers
- Engage cross-functionally to be the internal voice of the customer
What we're looking for:
- Minimum 5 years in Account Management or Customer Success
- Ability to comfortably lead meetings with executive-level clients
- Detail-oriented planner that comes prepared to meetings
- Curiosity about who our customers are and how we can help solve their problems
- Bias for action and focus on customer outcomes
- Team player with a “whatever it takes” mentality
- Strong internal communicator who proactively keeps teams in the loop
- Govtech or government experience is a plus
- Ability to travel domestically (up to 50%) depending on business need
Perks and Benefits:
- Being a part of an innovative and collaborative team that will both support and challenge you
- Significant opportunity for growth and project ownership
- Ability to shape Esper implementation for the long-term
- Competitive salary and equity at a growing company
- Opportunity to earn quarterly bonuses
- 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
This job is no longer accepting applications
See open jobs at Esper.See open jobs similar to "Customer Success Manager" ST Ventures Lab.