Customer Success Manager

Espresa is the only benefits platform that delivers a global and all-in-one experience for HR, People teams, and employees. With a core focus on Lifestyle Spending Accounts (LSAs) and a modular suite of solutions focused on total wellbeing, recognition, and community, Espresa powers Great Places to Work® while making heroes out of HR teams.

Join our growing team of tenacious builders, designers, and people igniters, and help transform the industry of personal benefits for good.

The opportunity

Our team is seeking a mission-critical Customer Success Manager (CSM) to join our dynamic and customer-focused team. As the primary post-sale point of contact, the CSM will establish trusted relationships with customers, helping them accelerate adoption, achieve their strategic goals, and drive satisfaction and retention.

The ideal candidate is enthusiastic, passionate about customer advocacy, and excels at fostering customer success through collaboration and proactive support. This role is an exciting opportunity to build long-lasting relationships with clients while directly contributing to our company's overall success. The candidate is preferably in the U.S. Central Time Zone.

Key Responsibilities:

• Lead seamless onboarding and implementation processes, managing timelines and deliverables to meet customer objectives.
• Define success criteria and provide tailored recommendations to drive platform adoption, engagement, and ROI.
• Collaborate with Account Managers on account strategy to build cross-functional relationships, identify upsell opportunities, and support contract renewals.
• Deliver training sessions and create resources to empower customer teams to maximize platform adoption and value.
• Provide expertise on tailoring the platform to customer needs and resolve inquiries effectively.
• Administer various aspects of the platform on behalf of customers throughout the customer journey, as necessary.
• Understand and track customer strategy and challenges; align Espresa's Platform with their internal narrative and desired outcomes to maximize insights and value.
• Build and maintain strong relationships with key stakeholders and administrators to drive satisfaction, loyalty, and long-term success.

Experience: 

• 5+ years in Customer Success, Account Management, or similar roles within a SaaS or technology environment, ideally supporting HR customers or benefits programs.
• Proven ability to drive customer adoption, achieve measurable outcomes, and build strong relationships with medium to large organizations.
• Exceptional communication, project management, and interpersonal skills, with experience monitoring KPIs, analyzing customer sentiment, and providing actionable insights.
• Proactive in identifying and resolving challenges, with a strategic perspective on operational efficiency and customer success.
• Quick to learn complex software applications, with the ability to guide customers through setup and troubleshooting.
• Comfortable steering conversations on common internet and software practices such as HTTPS, APIs, FTP, CSV file handling, and two-factor authentication (2FA).
• Project management experience and/or experience managing multiple projects with separate stakeholders at once.
• Proficient in Microsoft Excel, including advanced functions such as pivot tables and VLOOKUP to generate and analyze customer reports and insights.

What We Offer:

• Competitive compensation and benefits.
• Opportunities for career growth and professional development.
• A collaborative and innovative work environment.

Espresa's benefits

Espresa offers a comprehensive benefits package that is competitive with Silicon Valley/Bay Area employers, including health, retirement, a Lifestyle Spending Account, generous PTO, and more.

We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status.

For US Based Candidates: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

We are committed to providing reasonable accommodations to applicants with disabilities.

We welcome wonderful, kind, and bright humans!