Senior Customer Solutions Manager

About Esper

Esper was founded in 2018 with a mission to empower dynamic and responsive policymaking in government. We 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, transforming traditional bureaucracy into a dynamic and flexible system that encourages innovation and collaboration.

As a fast-growing GovTech company, Esper is at the intersection of two powerful forces: the modernization of government operations and the transformative potential of data-driven decision-making. Our customer base is expanding rapidly, and we are building the team that will define how public policy is shaped for decades to come.

Job Summary

The Senior Customer Solutions Manager will drive value for Esper’s customers by leading complex, high-impact implementations and managing a portfolio of 8-12 current customers through launch, adoption, and ongoing optimization. You’ll blend deep Professional Services execution with consultative customer success, helping agencies deploy Esper effectively, realize measurable value, mitigate risk early, and expand their use of the platform over time.

This is a senior hybrid Professional Services role with a player-coach mandate. In addition to leading implementations, you will own post-launch customer outcomes across adoption, usage, and account health; shape Esper’s deployment and success methodology; improve playbooks and collateral; mentor newer team members; and partner closely with Engineering, Sales, Product, Customer Success, and Leadership to raise the bar on delivery, retention, and expansion.

Responsibilities

Strategic Implementation & Portfolio Ownership

·       Lead complex customer implementations from discovery through launch, including business process mapping, requirements gathering, solution design, configuration guidance, testing, administrator enablement, and go-live support

·       Manage a portfolio of 8-12 current customers, serving as a senior post-sales partner across onboarding, optimization, and long-term account success

·       Own scope, timeline, milestones, risks, dependencies, success plans, and customer communication across both implementation work and ongoing portfolio management

·       Translate customer goals, workflows, and operational constraints into a practical deployment and growth plan that aligns platform capabilities with customer needs

·       Proactively identify project risks, blockers, adoption challenges, and stakeholder changes, and drive mitigation plans before customer outcomes are affected

Adoption, Risk & Value Realization

·       Monitor customer health, product usage, stakeholder engagement, and adoption trends to identify risk, prioritize interventions, and keep accounts moving forward

·       Drive launch readiness, administrator enablement, adoption planning, and post-launch best-practice guidance to increase usage and long-term customer value

·       Facilitate regular check-ins, business reviews, and success planning conversations that align customer goals to measurable outcomes and next steps

·       Help customers distinguish between standard support needs, expanded scope, and strategic opportunities that should be handled through change control, new services, or phased expansion

·       Identify upsell and cross-sell potential based on customer goals, maturity, and product fit, and partner with Customer Success and Sales on expansion strategy

Consultative Delivery & Customer Advisory

·       Act as a trusted advisor to customer leaders, administrators, and working teams throughout implementation and ongoing account management

·       Facilitate discovery and workflow-mapping sessions to uncover business requirements, process gaps, decision points, adoption barriers, and technical constraints

·       Recommend scalable solutions that balance customer goals, technical feasibility, implementation effort, and long-term maintainability

·       Guide customers through configuration decisions, user acceptance testing, change management, launch readiness, and phased rollout strategies

·       Bring a strong point of view to customer conversations by challenging assumptions when needed and steering teams toward practical, high-impact outcomes

Operational Excellence & Cross-Functional Partnership

·       Contribute to the evolution of Esper’s implementation and customer success methodology, delivery standards, templates, and best practices

·       Create and maintain reusable collateral including playbooks, test plans, training materials, discovery guides, launch checklists, success plans, and knowledge base content

·       Partner with Product, Engineering, Sales, Customer Success, and Leadership to communicate status, resolve blockers, and turn customer feedback into product and services improvements

·       Support pre-sales, renewal, or strategic account conversations where implementation expertise and customer context are needed to validate approach and level-set scope

·       Mentor and support less experienced team members by sharing best practices, reviewing approach, and helping raise the bar across the broader post-sales organization

Requirements

·       7+ years of experience in SaaS/Software Implementation, Professional Services, Solutions Consulting, Technical Account Management, or Customer Success

·       5+ years leading customer-facing software implementations and/or managing strategic customer relationships through onboarding, adoption, and growth

·       Proven success managing complex deployments and a portfolio of customers with strong ownership of scope, schedule, risks, stakeholder communication, and business outcomes

·       Strong consultative skills with the ability to map customer processes, challenge assumptions when needed, and recommend scalable solutions that drive adoption

·       Experience identifying customer health signals, usage gaps, adoption risks, and expansion opportunities, and turning them into actionable plans

·       Experience operating as a senior individual contributor who can execute independently while improving how the broader team delivers and supports customers

·       Excellent written and verbal communication skills, including workshop facilitation, executive-level communication, and structured customer follow-up

·       Strong documentation skills and experience creating repeatable implementation assets, training materials, success plans, or process guides

·       Proficiency with common business tools (e.g., Office/Excel, GSuite, Jira, Salesforce, Gainsight, or PSA platforms)

·       Strong Excel skills, including the ability to use formulas, pivot tables, v-lookups, and error-checking to manage and format data

·       Track record of working in a fast-paced environment while balancing customer needs, internal procedures, cross-functional collaboration, and process improvement; ability to travel domestically (up to 30%) depending on business need

Preferred Experience

·       GovTech experience or knowledge of government operational concepts, regulatory frameworks, and policymaking processes

·       Experience implementing configurable workflow-based SaaS platforms in a Professional Services, Solutions Architecture, or post-sales environment

·       Experience managing a book of business or portfolio of customers with responsibility for adoption planning, success reviews, risk mitigation, or renewal support

·       Experience handling scope control, change orders, statement-of-work alignment, and services packaging during customer implementations

·       Familiarity with ETL tools, report creation, data migration, structured content onboarding, or product usage reporting

·       PMP, Scrum Master, Prince2, CAPM, or similar project management certification

·       A genuine interest in public policy and how technology can transform how government operates

Core Competencies

·       Consultative Leadership: Leads customers with confidence, credibility, and sound judgment while balancing customer goals with scalable delivery practices

·       Technical Delivery Excellence: Drives high-quality implementations with strong control of scope, milestones, risks, and launch readiness

·       Portfolio Management: Successfully balances implementation work and ongoing ownership of 8-12 customers with clear prioritization and follow-through

·       Adoption & Value Realization: Increases usage, strengthens customer outcomes, and builds momentum through enablement, success planning, and measurable progress

·       Risk Management Judgment: Identifies customer, project, and adoption risks early and drives mitigation before outcomes, renewals, or expansion are affected

·       Cross-Functional Influence: Works effectively across Product, Engineering, Sales, Customer Success, and Leadership to deliver seamless customer experiences

·       Player-Coach Mindset: Delivers individually while mentoring others and raising the execution bar across the broader post-sales team

Perks and Benefits

·       Being a part of an innovative and collaborative team that will both support and challenge you

·       Significant opportunity for growth and ownership

·       Ability to shape Esper for the long-term

·       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