Job description
Head of Customer Solutions
Location: Austin, Texas or Remote
This is a remote position where a candidate can reside in the following states. Arizona, California, Colorado, Connecticut, Georgia, Illinois, Iowa, Maryland, Massachusetts, Michigan, Missouri, New York, North Carolina, Ohio, Oregon, Texas, Virginia Washington, Washington, D.C or Wisconsin.
Esper upholds the ethic of government policymaking. Founded in 2018 by Maleka Momand, Joe Lonsdale (Palantir, OpenGov, 8VC), and Lilli O’Hara (GoFundMe), Esper empowers thousands of government employees each day to make decisions that best serve the public interest. In a world sown with divisiveness, our mission is to be a north star for principled, accountable, and trustworthy government.
Esper is looking for an experienced Head of Customer Solutions to help drive this mission forward.
Job Description:
As the Head of Customer Solutions, you are responsible for overseeing a talented team that manages customer implementation, support and enablement. This expansive role oversees a significant portion of the customer’s post-sale journey, including customer renewals. Ideal candidates have direct experience building high performing teams that obsess over improving every part of the customer’s experience with Esper. The candidate should have experience hiring and mentoring teams, managing changing organizations from generalist to specialists, and the willingness to be a player-coach. The Head of Customer Solutions reports directly to Esper’s CEO and is ultimately evaluated based on Customer Health, CSAT, and Net Dollar Retention.
What you’ll do:
- Oversee the entire post-sale customer journey including onboarding, support and enablement
- Ensure customers realize value quickly and continuously throughout their lifecycle
- Drive best-in-class customer outcomes and satisfaction (CSAT, retention, adoption)
- Drive organizational maturity by structuring the team around functional specializations, replacing broad generalist roles with focused expertise
- Set team goals aligned with company strategy and foster a culture of accountability, learning, and collaboration
- Optimize existing and build new processes, playbooks and strategies for each part of the customer journey
- Collaborate with the Growth team to support the upsell motion
- Collaborate cross functionally with Sales, Product, Engineering, and the Leadership team to be the voice of customer, including shaping roadmap priorities
- Become an “Espert”
What we’re looking for:
- 5+ years in Customer leadership roles
- Direct experience managing and scaling professional services, support, and enablement teams
- Exceptional executive presence and customer communication skills
- Proven ability to drive customer retention, satisfaction, and revenue expansion
- Ability to interpret and act on customer health data, operational metrics, and churn signals
- Experience with customer lifecycle tools and platforms (e.g., HubSpot, Jira)
- Skilled in project management methodologies and strong understanding of SaaS implementation models
- Highly collaborative, strong problem-solving and critical thinking skills, and able to navigate ambiguity with confidence
- Empathetic leader and coach, capable of motivating and developing high-performing teams
- Willingness and ability to travel when required (25-30%).
Bonus experience:
- Government and/or Govtech
- Startup (Series B stage or beyond) experience
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 and to shape Esper for the long-term
- Competitive salary and equity at a growing early-stage company
- 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
- Monthly stipend to offset remote work expenses
- Office equipment allowance
- Paid Time Off to participate in volunteer/community events
Annual Salary: $160,000-$180,000
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, Michigan, Colorado, Ohio, Oregon, Utah or Massachusetts.
