Customer Success Manager Lead: Scale, Retain & Mentor

WP Engine

San Antonio (TX)

On-site

USD 90,000 - 140,000

Full time

4 days ago

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Benefits offered by this job

Company stock options

Great health benefits

401(k) with match

Paid family leave

One-time home office stipend

Job summary

WP Engine is seeking a Manager of Customer Success to lead a growing team and drive high customer retention across segments. You will coach CSMs, implement health scoring, and align renewal strategies with senior leadership.

A hands-on, data-driven leader will optimize processes and collaborate with product teams to improve outcomes. The ideal candidate brings 4–6 years in customer success leadership, strong Salesforce and Gainsight experience, and a proven ability to manage performance while

Qualifications

4–6 years leading a customer experience or customer success team.
2+ years directly managing a customer-facing team.
Proficient with CS platforms (Gainsight/Catalyst) and CRM systems (Salesforce).
Strong leadership, problem solving and communication skills.
Ability to analyze data to drive retention and revenue.

Responsibilities

Build, scale and lead a growing Customer Success team with a culture of performance.
Directly manage CSMs, conduct 1:1s, performance reviews and coaching.
Mentor team members and develop relationships with customers.
Ensure adherence to playbooks, health scoring and escalation procedures.
Drive retention and growth targets with clear KPI ownership.
Oversee risk management, escalations and renewal strategies.
Report on health, pipeline, churn trends and success plans.