Technical Customer Success Manager

Job Description

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.

At Esper, the Technical Customer Success Manager aka Account Manager plays a pivotal role in driving customer success, revenue growth, and solution delivery. This is a hybrid role blending technical expertise with strategic account management, ensuring our customers gain maximum value from their investment in Esper’s solutions.

The AM will own the post-sales journey for strategic accounts, combining solutioning with relationship management to drive adoption, expansion, and renewals. This role requires engaging closely with decision-makers and technical teams, solving complex technical challenges, and uncovering opportunities that grow our footprint with the customer.

Must have flexibility to meet with customers with no travel restrictions.

What You'll Be Doing

• Lead Consultative Solution Design by leading and advising customers through owning onboarding, implementation, and device deployments across Android, iOS, and Linux.
• Drive revenue growth by identifying and closing upsell, cross-sell, and expansion opportunities with key accounts.
• Showcase business value by conducting impactful QBRs with decision makers and technical teams to align on ROI, feature requests and future growth.
• Collaborate cross-functionally by partnering with Product & Engineering to resolve issues, influence roadmap, and improve offerings.
• Hit revenue targets by managing renewals and expansions to achieve net revenue retention goals.
• Monitor customer health by regularly tracking NPS, device counts, and usage metrics to ensure high customer satisfaction.
• Upsell premium offerings to promote advanced features, higher SKUs along with professional services and other solutions.
• Be the customer advocate and champion customer needs internally to drive product and service improvements.
• Ensure seamless communication by facilitating effective, timely collaboration between customers and internal teams.
  
  

What We're Looking For

• You’re scrappy, and driven and can stay abreast with quick-paced deal cycles and take ownership of your book of business with external and internal stakeholders.
• 6+years of experience, preferably an Engineering or technical degree with demonstrated success in SaaS technical sales, consulting and account management. Demonstrated experience in leveraging nuanced, technically complex products to drive business outcomes for clients & partners.
• Strong technical acumen with mobile OS (Android/iOS/Linux), APIs, and device management is a plus.
• Proven track record of performance in the top 10-20% of companies past sales positions
• Excellent communication & relationship-building skills with a proven record of growing post-sales revenue.