Customer Success Leader — Retention & Growth

WP Engine; Houston (TX); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Company Stock Options

Great Health Benefits

401(k) with 4% match

Paid Family Leave

Home office stipend

Job summary

WP Engine is seeking a Manager of Customer Success to lead a team focused on high customer retention and strong net revenue retention. You will coach, mentor, and scale the team, driving playbooks, health scoring and escalation procedures.

You will own operational metrics, forecast health, manage renewals, and maintain data integrity across CRM and CS platforms while partnering with Product and Operations for continuous improvement.

Qualifications

• 4–6 years leading a customer experience or success team.
• 2+ years directly managing a customer-facing team.
• Proficient with CS platforms (Gainsight, Catalyst) and CRM (Salesforce).
• Strong leadership, analytics and communication skills.
• Experience driving retention, renewal strategy and outcomes.
• Bachelor’s degree in Business or related field.

Responsibilities

• Lead, coach and develop a growing Customer Success team.
• Drive retention programs to meet GRR and NRR targets.
• Oversee risk mitigation, escalations and renewal strategy.
• Collaborate with Product and senior leadership on customer outcomes.

Skills

Customer success leadership

Leadership

Data analysis

Communication

Change management

Strategic thinking

Education

Bachelor’s degree in Business or related field

Tools

Gainsight

Catalyst

Salesforce

Job description

WP Engine is seeking a Manager of Customer Success to lead a team focused on high customer retention and strong net revenue retention. You will coach, mentor, and scale the team, driving playbooks, health scoring and escalation procedures.

You will own operational metrics, forecast health, manage renewals, and maintain data integrity across CRM and CS platforms while partnering with Product and Operations for continuous improvement.