Strategic Customer Success Manager - Enterprise

WP Engine; Chicago (IL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Stock options

Health benefits

Fertility benefits

401(k) match

Vacation + wellness days

Home office stipend

Mental health resources

Pet insurance

Learning & growth opportunities

Job summary

WP Engine is seeking an experienced Customer Success Manager to serve as the trusted advisor for high-value accounts, driving retention, growth, and advocacy across a portfolio of Enterprise & Mid-Market customers. You will partner with sales, marketing, product, and support to deliver tailored solutions aligned with customers’ business goals.

You will lead strategic account plans, monitor usage and renewal risk, and coordinate cross-functional teams to secure long-term contracts and expand

Qualifications

• Bachelor's degree in business or related field.
• Five+ years of proven experience in account or customer success management.
• Ability to build and maintain strong, long-lasting partnerships with high-level customers.
• Exceptional communication, presentation, and negotiation skills.
• Strong business acumen and understanding of customer industries, challenges, and goals.
• Excellent organizational and time-management skills to manage multiple accounts.
• Proficiency with CRM software (Salesforce, Gainsight).
• Ability to work independently and as part of a team; travel required.

Responsibilities

• Cultivate and maintain executive-level partnerships within an account portfolio.
• Coordinate cross-functional teams to deliver exceptional service and solutions.
• Develop strategic account plans with short-term and long-term goals.
• Monitor usage, adoption, and churn signals; conduct business reviews.
• Own renewal lifecycle, negotiate terms, and manage contracts to maximize value.
• Identify expansion opportunities and assist in closing new business within existing accounts.
• Triage and resolve customer questions, coordinating with technical support teams.

Skills

Account management

Customer success

Strategic planning

Executive communication

Negotiation

Travel

Education

Bachelor's degree in business or related field

Tools

Salesforce

Gainsight

Job description

WP Engine is seeking an experienced Customer Success Manager to serve as the trusted advisor for high-value accounts, driving retention, growth, and advocacy across a portfolio of Enterprise & Mid-Market customers. You will partner with sales, marketing, product, and support to deliver tailored solutions aligned with customers’ business goals.

You will lead strategic account plans, monitor usage and renewal risk, and coordinate cross-functional teams to secure long-term contracts and expand