Customer success manager

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WP Engine empowers companies and agencies of all sizes to build, power, manage, and optimize their WordPress websites and applications with confidence. Serving 1.5 million customers across 150+ countries, the global technology company provides premium, enterprise-grade solutions, tools, and services, including specialized platforms for WordPress, industry-tailored eCommerce and agency solution suites, and developer-centric tools like Local, Advanced Custom Fields, and more. WP Engine’s innovative technology and industry-leading expertise are why 8% of the web visits a WP Engine-powered site daily. Learn more at wpengine.com.

About the Role

We are seeking an experienced and results-driven Customer Success Manager to join our team. The ideal candidate will be a trusted advisor to our customers, responsible for developing and executing comprehensive account strategies to foster long-term partnerships, drive revenue retention and growth, while ensuring customer advocates. You will act as the primary point of contact for our high value accounts, coordinating with internal teams to deliver exceptional service and solutions that align with our customers’ business goals.

Key Responsibilities

Partnership Management:

• Cultivate and maintain strong, executive-level partnerships with key stakeholders and decision-makers within an account portfolio.
• Act as a central point of contact, ensuring seamless communication and collaboration between a portfolio of customers and our internal teams (e.g., sales, marketing, product, and support).
• Proactively identify and address customer needs, challenges, and opportunities to solidify the partnership and become a trusted advisor.

Strategic Planning and Execution:

• Develop and implement strategic account plans with clear short-term objectives and long-term goals.
• Conduct analysis of customer needs, industry trends, and the competitive landscape to identify opportunities for upselling and cross-selling.
• Lead the creation and presentation of proposals, business reviews, and innovative solutions that demonstrate the value of our products and services.

Account Health and Monitoring:

• Proactively monitor your portfolio accounts for usage patterns, adoption rates, and potential signs of churn risk (e.g., low activity, unaddressed issues).
• Conduct regular check-ins and business reviews with customers to assess their goals and ensure they are maximizing the value of the solution.
• Document all customer interactions, issues, and strategic discussions accurately in the CRM and Customer Success platform.

Retention and Agreements:

• Own the full retention and renewal lifecycle for a combination of Enterprise & Mid-Market assigned portfolio, proactively engaging with customers to secure annual and long-term agreements, thereby meeting or exceeding gross retention targets.
• Develop renewal strategies, negotiate terms, and manage all necessary contract administration to ensure maximum customer lifetime value.

Expansion and Price Management:

• Identify, qualify, and surface expansion opportunities (upsell/cross-sell) through continuous discovery of customer needs and strategic alignment.
• Collaborate directly with the Account Management/Sales team to scope, present, and assist in closing new business within existing accounts.
• Effectively communicate and manage the implementation of necessary price increases during the renewal cycle, thereby meeting or exceeding net retention targets.

Issue Resolution:

• Triage, manage, and prioritize customer questions and complex technical issues, effectively coordinating with the Technical Support & TAM teams and owning the ultimate resolution communication with the customer.

Your Background and Expertise

• Bachelor's degree in business related field.
• Five+ years of proven experience in account or customer success management, with a track record of meeting and exceeding revenue and growth goals.
• Demonstrated ability to build and maintain strong, long-lasting partnerships with high-level customers.
• Exceptional communication, presentation, and negotiation skills.
• Strong business acumen and an in-depth understanding of your customers’' industries, challenges, and goals.
• Excellent organizational and time-management skills, with the ability to manage multiple projects and accounts simultaneously.
• Proficiency with CRM software (e.g., Salesforce, Gainsight).
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Travel will be required to attend internal meeting and select customer meetings and industry events.

Perks & Benefits

• Company Stock Options: Every employee is an owner in the company.
• Health & Wellness: Great Health Benefits (Medical, Dental, Vision, Life Insurance) and HSA Company contribution.
• Family Support: Fertility Benefits (IVF/Fertility drug coverage) and Paid Family and Caregiver’s Leave.
• Financial Security: 401(k) with a 4% match and Disability Insurance.
• Time Off: Generous Vacation Time, 4 Company Wellness Days a year, and 1 floating holiday.
• Home Office: One-time $500 payment to set up your home office.
• Mental Health: Free subscription to Calm and an Employee Assistance Program.
• Pet Friendly: Pet Insurance options available.
• Growth: On-going education through LinkedIn Learning, Workday Learning, and our Career Growth Portal.

At WP Engine, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. WP Engine is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law.

We believe that compensation should be reflective of the impact you have within the organization relative to the market value of your role. The cash compensation package above includes base pay plus on-target commission for employees in eligible roles. Sales incentive plans are uncapped with significant earning potential. Your talent acquisition partner can share more about the total rewards package at WP Engine including the specific base pay and commissions as well as equity and benefits during the hiring process.