Strategic CSM — Growth, Retention & Partnerships

WP Engine; City of Syracuse (NY); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Company Stock Options

Health & Wellness: Medical, Dental, V.

Family Support: Fertility Benefits

Financial Security: 401(k) with match

Time Off: Generous vacation + wellness

Home Office: $500 setup

Mental Health: Calm subscription

Pet Friendly: Pet Insurance options

Growth: Learning resources

Job summary

WP Engine is seeking an experienced Customer Success Manager to serve as trusted advisor for high-value accounts, developing account strategies to drive retention, revenue, and advocacy. You will coordinate with sales, product, and support to deliver outcomes aligned with customer goals.

You will own renewal lifecycle for Enterprise and Mid-Market portfolios, identify expansion opportunities, monitor account health, and guide customers through adoption and growth.

Qualifications

• Bachelor’s degree in business or related field.
• 5+ years in account or customer success management.
• Proven ability to build executive-level partnerships.
• Excellent communication, presentation, and negotiation skills.
• Strong business acumen with industry awareness.

Responsibilities

• Cultivate executive-level partnerships with key stakeholders.
• Develop and execute strategic account plans with clear objectives.
• Monitor portfolio usage, adoption, and churn signals.
• Own renewal lifecycle and negotiate terms for enterprise and mid-market.
• Identify expansion opportunities and coordinate with sales for renewals.
• Triage and coordinate resolution of customer questions with teams.

Skills

Account management

Customer success

Executive communication

Negotiation

Strategic thinking

Time management

Education

Bachelor's degree in business

Tools

Salesforce

Gainsight

Job description

WP Engine is seeking an experienced Customer Success Manager to serve as trusted advisor for high-value accounts, developing account strategies to drive retention, revenue, and advocacy. You will coordinate with sales, product, and support to deliver outcomes aligned with customer goals.

You will own renewal lifecycle for Enterprise and Mid-Market portfolios, identify expansion opportunities, monitor account health, and guide customers through adoption and growth.