Strategic Customer Success Manager – Enterprise Growth

WP Engine; Norfolk (VA); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Company Stock Options

Health & Wellness benefits (Medical, D

Fertility Benefits and Paid Family/Ca

401(k) with match

Generous vacation and wellness days

Home office stipend

Mental health resources

Pet insurance options

Career growth programs

Job summary

WP Engine seeks an experienced Customer Success Manager to develop and execute account strategies, drive revenue retention, and foster long-term partnerships with high-value customers. You will coordinate with cross-functional teams to deliver exceptional service aligned with customers' goals.

You will manage renewals, surface expansion opportunities, and ensure effective communication across sales, product, and support while traveling to attend internal and customer meetings as needed.

Qualifications

• Bachelor's degree in business-related field.
• Five+ years of proven experience in account or customer success management with revenue growth.
• 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 customers' industries, challenges, and goals.
• Excellent organizational and time-management skills with multiple projects.

Responsibilities

• Cultivate and maintain executive-level partnerships with key stakeholders in an account portfolio.
• Serve as primary contact coordinating with sales, marketing, product, and support.
• Develop and implement strategic account plans with clear objectives.
• Identify upsell and cross-sell opportunities through customer insights and market trends.
• Monitor portfolio health for usage, adoption, and churn signals; conduct regular business reviews.
• Own renewal lifecycle, negotiate terms, and manage contract administration for retention and growth.
• Identify expansion opportunities and collaborate with sales to close new business within existing accounts.
• Triage and resolve complex customer issues, coordinating with Technical Support and TAM teams.

Skills

Communication skills

Negotiation skills

Presentation skills

Account management

Education

Bachelor's degree in business related field

Tools

Salesforce

Gainsight

Job description

WP Engine seeks an experienced Customer Success Manager to develop and execute account strategies, drive revenue retention, and foster long-term partnerships with high-value customers. You will coordinate with cross-functional teams to deliver exceptional service aligned with customers' goals.

You will manage renewals, surface expansion opportunities, and ensure effective communication across sales, product, and support while traveling to attend internal and customer meetings as needed.