Customer Success Leader — Growth & Retention

WP Engine; Texas; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Company Stock Options

Great Health Benefits

Fertility Benefits

401(k) with 4% match

Disability Insurance

Paid Family and Caregiver’s Leave

Employee Assistance Program

Generous Vacation Time

One-time $500 home office setup

4 Wellness Days a year

1 floating holiday

Pet Insurance

Ongoing education through LinkedIn/LMS

Job summary

WP Engine seeks a senior leader to drive Customer Success operations and team development. You will build, coach, and scale a high-performing team, shaping retention strategies and revenue growth through data-driven decisions and proactive risk management.

The role emphasizes governance of CS tools (Gainsight, Salesforce), escalation handling, and collaboration with Product and Sales to ensure exceptional customer outcomes and renewals.

Qualifications

• 4-6 years' experience leading a customer experience or customer success team.
• 2+ years of formal experience directly managing and leading a customer-facing team.
• Bachelor’s degree in Business or related field.

Responsibilities

• Lead day-to-day operations, goal setting, career development, performance management, and growth of team members.
• Directly manage a team of CSMs, conducting regular 1:1s, performance reviews, leveraging Gong and providing direct coaching and feedback on customer engagement, risk mitigation, and renewal strategy.
• Mentor and lead the team to achieve metrics and career goals; support new and experienced members in relationships with customers.
• Ensure adherence to CRM and CS platform usage, maintaining data integrity for forecasting and executive reporting.
• Directly assist CSMs with renewal negotiations and manage customer escalations that require managerial oversight.
• Oversee proactive identification and mitigation of at-risk accounts and lead executive engagement for stabilization.

Skills

Team leadership

Analytical thinking

Results-driven

Communication

Problem solving

Change management

Education

Bachelor’s degree in Business or related field

Tools

Gainsight

Catalyst

Salesforce

Job description

WP Engine seeks a senior leader to drive Customer Success operations and team development. You will build, coach, and scale a high-performing team, shaping retention strategies and revenue growth through data-driven decisions and proactive risk management.

The role emphasizes governance of CS tools (Gainsight, Salesforce), escalation handling, and collaboration with Product and Sales to ensure exceptional customer outcomes and renewals.