Head of Customer Solutions

Summary

Join Esper, a company empowering government employees, as their Head of Customer Solutions. This remote position, based in select US states, involves overseeing a team managing customer implementation, support, and enablement throughout the customer lifecycle. You will drive customer satisfaction, retention, and revenue expansion, while building and optimizing processes. The role requires collaboration with various teams and shaping roadmap priorities. Success is measured by customer health, CSAT, and net dollar retention. The ideal candidate has extensive experience in customer leadership, scaling teams, and driving customer outcomes.

Requirements

• 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%)

Responsibilities

• 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”

Preferred Qualifications

• Government and/or Govtech
• Startup (Series B stage or beyond) experience

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