Note: The job is a remote job and is open to candidates in USA. WP Engine provides WordPress platforms and services for businesses and agencies. The Customer Success Manager owns strategic relationships with high-value Enterprise and Mid-Market accounts, driving retention, renewals, and expansion while coordinating internal teams to support customer goals.
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
Skills
- 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
Benefits
- Company stock options: Every employee is an owner in the company.
- Medical, dental, vision, and life insurance.
- HSA company contribution.
- IVF/fertility drug coverage.
- Paid family and caregiver’s leave.
- 401(k) with a 4% match.
- Disability insurance.
- Generous vacation time.
- 4 company wellness days a year.
- 1 floating holiday.
- One-time $500 payment to set up your home office.
- Free subscription to Calm.
- Employee Assistance Program.
- Pet insurance options available.
- Ongoing education through LinkedIn Learning and Workday Learning.
- Career Growth Portal.
- Work from home in the listed states.
Company Overview