Enterprise Customer Success Manager
Esper is experiencing hyper growth! We’re the industry’s first DevOps SaaS platform designed to provide a simple, safe, and secure way for engineering and DevOps teams to release applications and manage smart Android devices. Our device infrastructure enables developer, mid-market orgs, and enterprise fleets of 100,000+ devices to deliver their software as a service. Esper has rapidly-growing global customer adoption among some of the world’s most innovative major brands in retail, hospitality, logistics, and healthcare.
We are expanding our Customer Success team! This will be an exciting role with the opportunity to work with Esper’s largest and most strategic customers. We truly live and breathe a one-with-the-customer philosophy. This person should be comfortable working in ambiguous situations while we look to grow the business.
What You'll Be Doing
- Creating an experience that transcends the standard customer-vendor relationship
- Partner to our customers, helping to deliver on key business deployment timelines
- Build and nurture relationships with key executive stakeholders
- Owning customer relationships end to end--the buck stops with you
- Develop strategic plans to effectively and efficiently move existing clients to their desired outcomes (retention) and grow revenue (upsell), or prospect into new departments (cross-sell)
- Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed
- Monitor customer usage data, health indicators, renewal dates, and growth opportunities and translate into strategies for success
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
Skills & Abilities
- 4+ years of work experience in Management Consulting, Customer Success and/or Account Management
- Experience managing or working with enterprise-scale clients
- Have a very high level of attention to detail and ability to juggle multiple, conflicting priorities
- Ability to multi-task and switch gears often in a constantly changing work environment
- Strong organizational and time management skills and the ability to work with minimal supervision
- Excellent written and verbal communication skills
Bonus Points If You Have
- Domain expertise in the DevOps space
- Proven experience working in an evolving, high growth environment
Perks & Benefits
- Medical, Dental, Vision
- 401K with a company match that vests immediately
- Monthly health and wellness reimbursement
- Flexible Spending Account (FSA) options (medical and dependent)
- Generous parental leave and parental support benefits
- Unlimited time off policy with a mandatory 2 weeks time off (minimum)
- Catered lunch every day in the office
- Each new employee gets access to LinkedIn Learning, which is paid for by Esper because we want employees to continue to grow personally and professionally
- Ergonomics standup desks with 36” curved widescreen monitors for each employee
- Mac or PC, depending on your OS preference
- Free covered parking
- Team hikes and other events (e.g. mini-golf, etc.) on a monthly basis
What we think makes us special
Esper is a fast-growing, well-funded company where everyone matters and you can see your impact daily. We trust our teammates and offer intense ownership and therefore accountability. We’re inventing the future and building something special. The team really enjoys what we do and cares about your input. We don’t hire just to fill a spot, we want you to make a difference.
As you help us build this special company, Esper will take care of you. We offer flexible vacation, regular hack-days, competitive pay and benefits, and room for advancement. We hire capable veterans so we avoid the drama and trust in each other’s work. Our worldwide footprint mixes different cultures for a unique experience. We also like to have fun because we play just as hard as we work.