Strategic Enterprise Customer Success Lead

WP Engine; San Antonio (TX); Sur place; USD 90 000 - 132 000; Plein temps

Avantages offerts par ce poste

Company stock options

Health benefits

Fertility benefits

401(k) with match

Generous vacation + wellness days

Home office stipend

Mental health resources

Pet insurance options

Career development

Résumé du poste

WP Engine is seeking an experienced Customer Success Manager to act as a trusted advisor for high-value accounts, driving retention, expansion, and revenue growth. You will coordinate with cross-functional teams to deliver tailored solutions that align with customers’ business goals.

The role requires managing executive relationships, conducting strategic business reviews, and ensuring customers realize maximum value from our WordPress platforms and services.

Qualifications

• Bachelor's degree in business 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.
• Excellent communication, presentation, and negotiation skills.
• Strong business acumen and understanding of customers' industries, challenges, and goals.
• Excellent organizational and time-management skills, with the ability to manage multiple projects and accounts.
• Proficiency with CRM software (e.g., Salesforce, Gainsight).
• Travel will be required to attend internal meetings and select customer meetings and industry events.

Responsabilités

• Cultivate and maintain executive-level partnerships with key stakeholders and decision-makers within an account portfolio.
• Act as a central point of contact, ensuring seamless communication between customers and internal teams (sales, marketing, product, support).
• Develop and implement strategic account plans with clear short-term objectives and long-term goals.
• Conduct analysis of customer needs, industry trends, and competitive landscape to identify upsell opportunities.
• Lead creation and presentation of proposals, business reviews, and solutions demonstrating value of products.
• Monitor portfolio accounts for usage patterns, adoption, and churn risk; conduct regular check-ins and reviews.
• Document all customer interactions accurately in CRM and CS platform.
• Own renewal lifecycle for Enterprise & Mid-Market accounts; develop renewal strategies and manage contract administration.
• Identify and surface expansion opportunities; collaborate with Sales to close new business within existing accounts.
• Coordinate with Technical Support to triage issues and communicate final resolutions to customers.

Connaissances

Customer success management

Executive-level partnerships

CRM: Salesforce

Negotiation skills

Communication skills

Time management

Travel ability

Formation

Bachelor's degree in business

Outils

Salesforce

Gainsight

Description du poste

WP Engine is seeking an experienced Customer Success Manager to act as a trusted advisor for high-value accounts, driving retention, expansion, and revenue growth. You will coordinate with cross-functional teams to deliver tailored solutions that align with customers’ business goals.

The role requires managing executive relationships, conducting strategic business reviews, and ensuring customers realize maximum value from our WordPress platforms and services.