Strategic CSM & Growth Leader

WP Engine; Morgantown (WV); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Company Stock Options

Health & Wellness benefits

Fertility Benefits and Family Leave

401(k) with company match

Generous vacation and wellness days

Home office stipend

Job summary

WP Engine is seeking an experienced Customer Success Manager to act as a trusted advisor for a portfolio of high-value accounts. You will develop strategic account plans, ensure revenue retention, and drive growth through upsell and cross-sell opportunities.

You will coordinate with sales, marketing, product, and support to deliver exceptional service, manage renewals, and help customers maximize the value of WP Engine solutions.

Qualifications

• Bachelor's degree in business related field.
• Five+ years of proven experience in account or customer success management.
• Proven ability to build and maintain strong, long-lasting partnerships with high-level customers.
• Excellent 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 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.
• Act as a central point of contact, ensuring seamless communication and collaboration between a portfolio of customers and internal teams (sales, marketing, product, 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 portfolio accounts for usage patterns, adoption rates, and potential signs of churn risk.
• Conduct regular check-ins and business reviews with customers to assess goals and value realization.
• 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 accounts, meeting renewal targets.
• Develop renewal strategies, negotiate terms, and manage contract administration for maximum CLV.
• Identify, qualify, and surface expansion opportunities through discovery and collaboration with sales.
• 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 with Technical Support & TAM teams.

Skills

Account management

Customer success

Communication

Negotiation

CRM (Salesforce and Gainsight)

Time management

Travel

Education

Bachelor's degree in business related field

Tools

Salesforce

Gainsight

Job description

WP Engine is seeking an experienced Customer Success Manager to act as a trusted advisor for a portfolio of high-value accounts. You will develop strategic account plans, ensure revenue retention, and drive growth through upsell and cross-sell opportunities.

You will coordinate with sales, marketing, product, and support to deliver exceptional service, manage renewals, and help customers maximize the value of WP Engine solutions.