{"id":1259887,"url":"https://alion.io/job/esper-customer-success-lead","title":"Customer Success Lead","company":{"id":1823256,"name":"Esper","domain":"esper.com","url":"https://alion.io/company/esper-com","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":120000,"max":160000,"currency":"USD","period":"year","gross":null,"usd_annual":160000},"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-09-01T22:13:19Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-09-26T12:23:51Z","board_verified":true,"closed_at":null,"days_open":25,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":25},"description":"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.\nJob Description:\nEsper 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.\nAs 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.\nYou’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.\nAs 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.\nWhat you'll do:\nBecome an “Espert” and trusted advisor by building a deep understanding of Esper’s product, our customers, and their goals\n\nLead and scale Esper’s Customer Success function, including specialization, role clarity, and operating rhythms\n\nOwn renewals end-to-end across our U.S. customer base, including renewal strategy, pricing/terms, negotiation, and close\n\nDrive adoption and outcomes post-launch through onboarding reinforcement, enablement, success plans, and ongoing check-ins\n\nBuild strong relationships with government employees at multiple levels of seniority through regular meetings, proactive outreach, and in-person engagement\n\nIdentify and lead expansion opportunities (upsell/cross-sell) in partnership with the Professional Services, Sales, and Executive teams\n\nEstablish and iterate CS playbooks (onboarding reinforcement, stakeholder changes, at-risk recovery, renewal prep, customer advocacy motion, EBRs/QBRs)\n\nImprove customer customer-facing collateral (help center articles, user guides, in-product comms, release comms)\n\nManage customer support coverage and ensure issues are prioritized, communicated, and resolved with urgency\n\nServe as the internal voice of the customer, partnering cross-functionally with Product and Engineering to translate feedback into improvements\n\nReport on customer health, adoption, renewal status, and key risks/opportunities for leadership\n\nSuccess in this role looks like\nRenewals are predictable and strong: accurate forecasting, proactive risk management, and consistently high retention (>95%)\n\nCS roles are specialized with crisp handoffs; customers experience “one Esper” despite internal specialization\n\nMeasurable increases in adoption and time-to-value across the customer base\n\nTrusted customer champions and referenceable accounts\n\nRepeatable CS processes, playbooks, and a foundation that can scale\n\nWhat we're looking for:\n6+ years in Customer Success or Account Management with at least 2 years managing/leading programs through scale and specialization\n\nTrack record of owning retention outcomes and leading complex renewals with senior stakeholders\n\nStrong analytical and operational chops, can build process and run it\n\nExcellent written and verbal communication (recaps, success plans, exec updates)\n\nComfort working cross-functionally with Product/Engineering on feedback and fixes\n\nBias for action and focus on customer outcomes\n\nTeam player with a “whatever it takes” mentality\n\nBonus: public sector or govtech experience\n\nAbility to travel domestically (up to 30%) depending on business need\n\nPerks and Benefits:\nBeing a part of an innovative and collaborative team that will both support and challenge you\n\nSignificant opportunity for growth and ownership and to shape Esper for the long-term\n\nCompetitive salary and equity at a growing early-stage company\n\nPaid holidays & unlimited PTO\n\nMedical, dental, and vision insurance\n\nGenerous parental & sick leave\n\n401(k) retirement plan with employer match\n\nShort/Long term disability & life insurance\n\nFlexible spending account (FSA)\n\nWork anniversary equity grants\n\nMonthly stipend to offset remote work expenses\n\nOffice equipment allowance\n\nPaid Time Off to participate in volunteer/community events","description_format":"text","description_chars":4879,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Life insurance","Retirement plans","Unlimited PTO","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Government","E-learning"],"lifecycle":[{"event":"open","at":"2026-09-25T20:06:39Z"}],"liveness":{"score":15,"band":"cold","label":"Long shot","p_open":1,"p_active":0.436,"p_room":0.35,"age_days":24,"expected_fill_days":8,"reasons":["conf:9","win:tail"],"computed_at":"2026-09-26T05:45:00Z"},"pay":{"stated_usd_annual":160000,"is_top_pay":false},"html_url":"https://alion.io/job/esper-customer-success-lead","json_url":"https://alion.io/job/esper-customer-success-lead.json","meta":{"generated_at":"2026-09-27T02:59:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2742,"day_limit":5000,"remaining_today":2258,"minute_limit":60,"resets_at":"2026-09-28T00:00:00Z"}}}