Enterprise Customer Success Manager — Growth & Retention

WP Engine; Cincinnati (OH); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Company Stock Options

Health & Wellness

Family Support: Fertility Benefits (IV

Paid Family and Caregiver’s Leave

Financial Security: 401(k) with a 4%

Time Off: Generous Vacation Time

Home Office: One-time $500 payment

Mental Health: Calm subscription

Pet Friendly: Pet Insurance options

Growth: LinkedIn Learning access

Job summary

WP Engine is seeking a seasoned Customer Success Manager to act as a trusted advisor to our high-value customers, shaping account strategies to drive retention, growth, and advocacy. You will partner with sales, product, and support to deliver outcomes that align with customers’ business goals.

In this role, you will manage executive relationships, develop strategic account plans, monitor health metrics, and influence renewal and expansion opportunities across Enterprise and Mid-Market

Qualifications

• 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).
• Travel will be required to attend internal meeting and select customer meetings and industry events.

Responsibilities

• 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.
• 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.
• Proactively monitor your portfolio accounts for usage patterns, adoption rates, and potential signs of churn risk.
• 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.
• Own the full retention and renewal lifecycle for Enterprise & Mid-Market portfolios, proactively engaging with customers to secure annual and long-term agreements.
• Develop renewal strategies, negotiate terms, and manage all necessary contract administration to ensure maximum customer lifetime value.
• Identify expansion opportunities through continuous discovery of customer needs and strategic alignment.
• Collaborate with Account Management/Sales to scope, present, and close new business within existing accounts.
• Communicate and manage price increases during renewal cycles to meet retention targets.
• Triage, manage, and prioritize customer questions and complex technical issues, coordinating with Technical Support & TAM teams.

Skills

CRM proficiency

Communication skills

Negotiation skills

Sales collaboration

Education

Bachelor's degree in business

Tools

Salesforce

Gainsight

Job description

WP Engine is seeking a seasoned Customer Success Manager to act as a trusted advisor to our high-value customers, shaping account strategies to drive retention, growth, and advocacy. You will partner with sales, product, and support to deliver outcomes that align with customers’ business goals.

In this role, you will manage executive relationships, develop strategic account plans, monitor health metrics, and influence renewal and expansion opportunities across Enterprise and Mid-Market