Customer Success Leader - Growth, Retention & Coaching

WP Engine; Dallas (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Company Stock Options

Great Health Benefits

Fertility Benefits

HSA company contribution

401(k) with match

Disability Insurance

Paid Family Leave

Wellness Days

Job summary

WP Engine searches for a Manager of Customer Success to lead and develop our CSM team, driving high retention and strong NRR. The role emphasizes daily operational excellence, playbook adherence, and measurable outcomes across segments, with a hands-on leadership style and a passion for scalable processes.

You will coach, mentor, and optimize customer outcomes, partner with Product and Operations, and own renewal strategy to ensure sustainable growth in a fast-paced tech environment.

Qualifications

• 4–6 years leading a customer experience or success team.
• 2+ years directly managing a customer-facing team.
• Proven track record in driving retention and renewals.
• Strong data-driven decision making and process improvement.

Responsibilities

• Build, coach and scale a growing customer success team.
• Lead day-to-day ops, goal setting, reviews and coaching.
• Drive retention and revenue growth through proactive strategies.
• Manage escalations and renewal negotiations with leadership involvement.

Skills

Team Leadership

Customer Success

Data Analysis

Stakeholder Management

Communication

Education

Bachelor’s degree in Business or related field

Tools

Gainsight

Catalyst

Salesforce

Job description

WP Engine searches for a Manager of Customer Success to lead and develop our CSM team, driving high retention and strong NRR. The role emphasizes daily operational excellence, playbook adherence, and measurable outcomes across segments, with a hands-on leadership style and a passion for scalable processes.

You will coach, mentor, and optimize customer outcomes, partner with Product and Operations, and own renewal strategy to ensure sustainable growth in a fast-paced tech environment.