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