Manager, Customer Success

WP Engine; Texas; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Company Stock Options

Great Health Benefits

Fertility Benefits

401(k) with 4% match

Disability Insurance

Paid Family and Caregiver’s Leave

Employee Assistance Program

Generous Vacation Time

One-time $500 home office setup

4 Wellness Days a year

1 floating holiday

Pet Insurance

Ongoing education through LinkedIn/LMS

Job summary

WP Engine seeks a senior leader to drive Customer Success operations and team development. You will build, coach, and scale a high-performing team, shaping retention strategies and revenue growth through data-driven decisions and proactive risk management.

The role emphasizes governance of CS tools (Gainsight, Salesforce), escalation handling, and collaboration with Product and Sales to ensure exceptional customer outcomes and renewals.

Qualifications

• 4-6 years' experience leading a customer experience or customer success team.
• 2+ years of formal experience directly managing and leading a customer-facing team.
• Bachelor’s degree in Business or related field.

Responsibilities

• Lead day-to-day operations, goal setting, career development, performance management, and growth of team members.
• Directly manage a team of CSMs, conducting regular 1:1s, performance reviews, leveraging Gong and providing direct coaching and feedback on customer engagement, risk mitigation, and renewal strategy.
• Mentor and lead the team to achieve metrics and career goals; support new and experienced members in relationships with customers.
• Ensure adherence to CRM and CS platform usage, maintaining data integrity for forecasting and executive reporting.
• Directly assist CSMs with renewal negotiations and manage customer escalations that require managerial oversight.
• Oversee proactive identification and mitigation of at-risk accounts and lead executive engagement for stabilization.

Skills

Team leadership

Analytical thinking

Results-driven

Communication

Problem solving

Change management

Education

Bachelor’s degree in Business or related field

Tools

Gainsight

Catalyst

Salesforce

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.

Key Responsibilities

Team Leadership & Coaching Build & Scale: Build, scale and lead our rapidly growing team, continuing the development of a culture of teamwork, high performance and growth in our Success team.

Performance Management & Development: Lead day-to-day operations, goal setting, career development, performance management, and growth of team members. Directly manage a team of CSMs, conducting regular 1:1s, performance reviews, leveraging Gong and providing direct coaching and feedback on customer engagement, risk mitigation, and renewal strategy.

Mentorship: Serve as a mentor and a leader, helping to develop the skills of the team, so they are able to achieve their metrics and career goals. Supporting and advising new and experienced Customer Success team members in strategies to develop lasting relationships with customers.

Workflow Build & Execution: Ensure the team consistently follows established customer success playbooks, health scoring methodologies, and escalation procedures. Operational Excellence & Execution Retention & Growth Targets: Drive the team’s execution of retention programs to meet monthly and quarterly Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets. Accountable for the delivery of the team retention and growth targets and associated Key Performance Indicators.

Risk Management & Escalations: Oversee the proactive identification and mitigation of at-risk accounts, ensuring timely activation of executive engagement and stabilization plans. Lead the response to customer escalations, ensuring related actions are followed through to resolution with the applicable team members.

Data-Driven Decisions: Manage and report on key operational metrics for the team, including Customer Health Scores, Sales Pipeline, Risk Trends, Churn Forecasting, & Success plans. Analyse customer and performance data to make informed decisions about operational and procedural changes.

Tool Utilization: Ensure 100% adherence to CRM and CS platform usage, maintaining data integrity for accurate forecasting and executive reporting.

Customer Advocacy & Feedback Loop Customer Engagement Strategy: Create customer advocacy and trust by implementing a consultative solution lead approach. Voice of the Customer (VoC): Systematically collect and synthesize customer feedback and pain points from the team and deliver actionable insights to the Director/VP and Product teams.

Process Improvement & Strategic Partnership: Collaborate with Operations and other managers to identify friction points in the customer journey (e.g., onboarding handoffs, technical support) and propose solutions to improve overall efficiency. Partner with the Director of Customer Success and other global collaborators to further refine the structure, process, systems, and resources to optimally support our customers and team. There is huge scope for creativity and impact in this role.

Renewal Support: Directly assist CSMs with complex renewal negotiations and manage customer escalations that require managerial oversight.

Your Background and Expertise

4-6 years' experience leading a customer experience or customer success team. 2+ years of formal experience directly managing and leading a customer-facing team.

Operational & Technical Skills: Demonstrated proficiency with Customer Success platforms (e.g., Gainsight, Catalyst) and CRM systems (e.g., Salesforce) for managing customer health and forecasting. Proficient in Customer Success best practice and methodologies.

Results-Driven & Analytical: Results driven, able to empower their team to focus on strategic goals and critical metric delivery. Ability to analyse and interpret data to optimise performance, increase customer retention and make data-driven decisions.

Leadership & Change Management: Excellent leadership, interpersonal and problem solving/decision making skills. Can lead change, comfortable with ambiguity and able to support the team by building their resilience and managing emotions. Experience working effectively with all levels of management. Experience handling critical customer concerns.

Execution: Ability to lead multiple projects while maintaining strict attention to details. Ability to adapt quickly to new or changing business requirements.

Communication: Ability to communicate effectively in small and large groups.

Education: Bachelor’s degree in Business or a related field.

The Perks and Benefits

• Company Stock Options (Every employee is an owner in the company)
• Great Health Benefits (Medical, Dental, Vision, Life Insurance)
• Fertility Benefits (IVF/Fertility drug coverage)
• HSA Company contribution $750 for employee / $1500 for family
• 401(k) with a 4% match
• Disability Insurance
• Paid Family and Caregiver’s Leave
• Employee Assistance Program
• Generous Vacation Time (Who doesn’t like time off)
• One-time $500 payment to set up your home office
• 4 Company Wellness Days a year
• 1 floating holiday
• Pet Insurance
• On-going education through LinkedIn Learning, Workday Learning and our Career Growth Portal

At WP Engine, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. WP Engine is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law.

We believe that compensation should be reflective of the impact you have within the organization relative to the market value of your role. The cash compensation package above includes base pay plus on-target commission for employees in eligible roles. Sales incentive plans are uncapped with significant earning potential. Your talent acquisition partner can share more about the total rewards package at WP Engine including the specific base pay and commissions as well as equity and benefits during the hiring process.

WP Engine is the leading platform for building experiences on WordPress. We live in an age where established enterprises compete against nimble startups in a race to win online. In this age, experiences are the currency, and audiences expect their digital experiences to be personalized, immediate, and remarkable. To learn more about WP Engine, please visit our careers page: wpengine.careers