Customer Success Manager - Enterprise

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WP Engine empowers companies and agencies of all sizes to build, power, manage, and optimize their WordPress websites and applications with confidence. Serving 1.5 million customers across 150+ countries, the global technology company provides premium, enterprise-grade solutions, tools, and services, including specialized platforms for WordPress, industry-tailored eCommerce and agency solution suites, and developer-centric tools like Local, Advanced Custom Fields, and more. WP Engine’s innovative technology and industry-leading expertise are why 8% of the web visits a WP Engine-powered site daily. Learn more at wpengine.com.

This is a Hybrid role! Our Customer Success organization visits our Austin, TX or Omaha, NE office weekly on Tuesdays and Thursdays.

Role Overview

We’re seeking a highly motivated Enterprise Customer Success Manager (CSM) to join the Customer Success team. In this role, you will have the opportunity to work together with a dynamic team to help our customers win online.
 
What's Cool About This Job

In partnership with multiple WP Engine teams, you will cultivate relationships within your portfolio; connecting with Marketing and IT leaders, stakeholders, and executives to demonstrate the value of WP Engine and how our outstanding solution can meet their business needs!
 
As the CSM, you will join forces with the Technical Account Manager (TAM) team and assist in driving the overall health and success of a shared portfolio of customers.
 
The Day to Day

Strategic Account Planning:

• CSMs work with our largest and most strategic clients to help identify, quantify, and track the key performance indicators most important to their business
• We work as a team to program manage customer campaigns and high traffic events; anticipating needs based on an understanding of customer initiatives and holding the partnership accountable to shared goals
• CSMs analyze trends to detect, forecast, and mitigate customer risk through proactive retention efforts
• Drive successful customer renewals by proactively managing contract timelines, identifying risks, and ensuring value delivery to support long-term retention.

Demonstrate Value:

• CSMs conduct workshops, business reviews, and prescribe solutions to common customer business challenges, in addition to sharing industry best practices
• CSMs work closely with Technical Account Managers to proactively make guided recommendations that propel our customers’ efforts and enhance the value proposition of our partnership, while also identifying and correcting technical issues that may affect customer satisfaction or retention
• We partner with the Sales Account Managers to continually identify and develop new opportunities to drive adoption and align with customers’ strategic goals.
• Facilitate customer requests, including customer downgrades, support escalations, account optimization, temporary projects and non-revenue generating inquiries.

Customer Advocacy:

• We maintain high levels of customer engagement with a focus on customer satisfaction and loyalty
• CSMs build strong advocates and actively surface candidates for product feedback, customer references, case studies and speaker engagements
• You will collaborate with key partners across WP Engine to ensure clients’ business needs & objectives are known, understood, and achieved

Thought Leadership:

• We continue to innovate Customer Success collateral and methodologies; supporting the creation and refinement of company-wide operations
• CSMs build positive relationships across complementary teams to provide a seamless customer experience
• You will help define and implement new processes to increase efficiency and improve cross team collaboration

Your Expertise and Passions

• Experience in customer-facing roles that require understanding the customer’s goals and objectives, collaborating through challenging situations, finding solutions, and driving results
• Proven track record working with enterprise customers and executives
• Use two way discovery to uncover customer needs and match solutions to that need with a shown ability to articulate a vision that resonates with WP Engine customers and demonstrates value.
• Demonstrated versatility in presenting complex technology-related business issues to audiences with a varying range of technical expertise
• Curious problem solver who has passion for collaborating on new ways to elevate customer experience and adoption
• Thrives in a multitasking environment and can adjust priorities on the fly
• Exceptional verbal, written, presentation, and interpersonal communication skills
• Knowledge of the WP Engine platform and WordPress experience is a plus
• Occasional travel may be needed 
   

The Perks And Benefits

• Company Stock Options (Every employee is an owner in the company)

• Great Health Benefits (Medical, Dental, Vision, Life Insurance, Accident & Critical Illness)

• Fertility Benefits (IVF/Fertility drug coverage)

• HSA Company contribution $750 for employee / $1500 for family

• 401(k) with a 4% match

• Disability Insurance 

• Paid Family and Caregiver’s Leave

• Employee Assistance Program

• Generous Vacation Time (Who doesn’t like time off)

• One-time $500 payment to set up your home office

• 4 Company Wellness Days a year

• 1 floating holiday

• $100 monthly wellness allowance to spend on what you want

• Free subscription to Calm

• Pet Insurance

• On-going education through LinkedIn Learning, Workday Learning and our Career Growth Portal

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$64,000.00 - $96,000.00

We believe that compensation should be reflective of the impact you have within the organization relative to the market value of your role. The estimated base salary range for this position is as listed above. Some roles may also be eligible for overtime pay. Our salary ranges are determined by job role and responsibilities and level. The range displayed on each job posting reflects the minimum and maximum target for salaries for the position nationwide. The actual base pay will vary based on various factors including job-related skills and individual qualifications objectively assessed during the interview process. Your talent acquisition partner can share more about the total rewards package at WP Engine including any additional total rewards components such as equity, variable pay plans (if applicable), and benefits during the hiring process.