Customer Success Manager

Engine; Texas; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Stock options

Health benefits

Fertility benefits

Paid family leave

Job summary

WP Engine is seeking an experienced Customer Success Manager to act as the trusted advisor for high-value accounts. You will coordinate with sales, product, and support teams to deliver tailored solutions that align with customer goals.

The role emphasizes retention, revenue growth, and customer advocacy across Enterprise and Mid-Market portfolios. Travel for internal meetings and select customer engagements is required.

Qualifications

• Bachelor's degree in business or related field.
• Five+ years of proven experience in account or customer success management.
• Ability to build and maintain long-lasting partnerships with high-level customers.
• Exceptional communication, presentation, and negotiation skills.
• Strong business acumen and understanding of customer industries, challenges, and goals.
• Excellent organizational and time-management skills with multiple accounts.
• Proficiency with CRM software (Salesforce, Gainsight).
• Ability to work independently and in a fast-paced environment.

Responsibilities

• Cultivate and maintain executive-level partnerships with key stakeholders within an account portfolio.
• Act as central point of contact between customers and internal teams to ensure seamless collaboration.
• Develop and implement strategic account plans with clear objectives and goals.
• Identify opportunities for upselling and cross-selling through customer needs analysis.
• Lead renewal strategies and contract administration to maximize lifetime value.
• Triage and resolve customer questions, coordinating with Technical Support & TAM teams.

Skills

Account management

Customer success

Upsell

Cross-sell

Strategic planning

Education

Bachelor's degree in business or related field

Tools

Salesforce

Gainsight

Job description

We engage the most inspired minds to do their best work wherever they work best-powering the freedom to create worldwide.

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 S