Strategic CSM — Enterprise Growth & Retention

WP Engine; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Stock options

Health benefits

Fertility benefits

401(k) with match

Vacation time + wellness days

Home office stipend

Mental health program

Pet insurance

Career growth

Job summary

WP Engine in Austin, TX seeks an experienced Customer Success Manager to serve as a trusted advisor for high-value accounts, driving retention and growth while aligning with customer business goals.

You will own strategic account plans, coordinate with sales, product, and support teams, monitor health signals, and lead renewal negotiations to maximize lifetime value.

Travel to customer sites and events is expected; you will advocate for customers and deliver proactive, solution-focused plans.

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.
• Strong communication, presentation, and negotiation skills.
• Proficiency with CRM software (e.g., Salesforce, Gainsight).
• Travel will be required to attend internal meetings 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.
• Develop and implement strategic account plans with clear short-term objectives and long-term goals.
• Proactively monitor portfolio accounts for usage patterns, adoption rates, and churn risk.
• Own the full retention and renewal lifecycle for assigned portfolio, meeting renewal targets.
• Identify expansion opportunities (upsell/cross-sell) and collaborate with sales to close deals.
• Triage, manage, and resolve customer questions and complex technical issues with internal teams.

Skills

Account management

Customer success

Communication

Negotiation

CRM software

Education

Bachelor's degree in business-related field

Tools

Salesforce

Gainsight

Job description

WP Engine in Austin, TX seeks an experienced Customer Success Manager to serve as a trusted advisor for high-value accounts, driving retention and growth while aligning with customer business goals.

You will own strategic account plans, coordinate with sales, product, and support teams, monitor health signals, and lead renewal negotiations to maximize lifetime value.

Travel to customer sites and events is expected; you will advocate for customers and deliver proactive, solution-focused plans.