E

Customer Solutions Manager

Esper
Full-time
Remote
United States
$90,000 - $120,000 USD yearly
GovTech 100

Esper - Customer Solutions Manager

About Esper: Esper empowers government employees to make decisions that serve the public interest through policy management software. The company focuses on creating principled, accountable, and trustworthy government technology solutions.

Role Overview: Lead customer implementation and success initiatives to ensure government clients achieve continuous value from the platform. Drive customer adoption, retention, and satisfaction through hands-on project management and relationship building throughout the full project lifecycle.

Location: Austin, Texas or remote position available in Arizona, California, Colorado, Connecticut, Georgia, Illinois, Iowa, Maryland, Massachusetts, Michigan, Missouri, New York, North Carolina, Ohio, Oregon, Texas, Virginia, Washington, or Wisconsin.

Key Responsibilities:

  • Manage implementation scope, schedule, and quality for government customers throughout project lifecycle
  • Develop deep understanding of user workflows and requirements to ensure effective product configuration
  • Coordinate internal and external resources to deliver outcome-oriented solutions for customers
  • Build strong relationships with government employees through regular meetings and proactive outreach
  • Monitor customer health and proactively address risks to implementation success
  • Drive customer adoption and retention through relationship development and superior customer service
  • Provide rotating customer support coverage and identify opportunities for increased satisfaction

Qualifications:

  • 5+ years experience in SaaS Project Management, Implementation, or Customer Success with customer-facing roles
  • Proven track record leading software solution implementations and managing project delivery
  • Experience engaging with executive-level clients with confidence and professionalism
  • Detail-oriented planning approach with strong preparation for client meetings
  • Experience working with both technical and non-technical partners for 3-5 years
  • Strong written and verbal communication skills with bias for action
  • Ability to travel domestically 30%+ depending on business needs
  • Experience in govtech or working with government customers preferred

Compensation & Benefits: $90,000-$120,000 annually Medical, dental, and vision insurance; unlimited PTO; 401k with employer match; remote work stipend