Customer Success Lead

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. 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 r