Customer Success Manager- Portfolio

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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.

What is Cool About This Job
In this role, we’ll lean on you to identify churn trends and churn indicators within our Premium customer book of business to drive retention strategies with the goal of helping customers discover even more value in our software and services, thereby increasing retention and providing a more effortless customer experience.

The Day to Day

• Work as part of the Customer Success team with a focus on driving customer value, retention, and advocacy across our International customer base.

• Facilitate customer requests, including customer downgrades, support escalations, account optimization, temporary projects, subscription renewals and non-revenue generating inquiries.

• Troubleshoot and resolve customer issues by working collaboratively as a liaison between our customers and our internal teams i.e. Customer Success, Sales, Support Billing.

• Manage Customer Success Zendesk queues and Gainsight Success Plans ensuring all requests are reviewed and resolved as efficiently and effectively as possible

• Support the Customer Success leadership team to deliver business targets and objectives

• Contribute to our process of forecasting churn/retention on a weekly basis

• Define and manage key risk indicators (ex: Customer Health, site downtime, coupons, etc.) and help define strategies to mitigate risk of customers in these cohorts

• Use tools such as Gainsight, Salesforce and ZenDesk. to support customer outreach and campaigns

• Connect with WPEngine customers via phone, Zoom, email for follow-ups and escalations

• Lock arms with Support and Technical Success teams to proactively identify and correct issues that may affect customer experience or retention

• Build strong customer advocates and actively encourage product feedback, customer references, case studies and speaker engagements

Your Expertise and Passion

• Experience in customer-facing roles that require understanding the customer’s goals and objectives, collaborating through challenging situations, finding solutions, and driving results

• Curious problem solver who has enthusiasm for collaborating with others on new ways to elevate customer experience and adoption

• Confidence to make bold decisions for the better of our customers and our business based on qualitative and quantitative data

• Thrives in a multitasking environment and can adjust priorities on the fly

• Exceptional verbal, written, presentation and interpersonal communication skills

• Proven track record to work within tight timelines, to make decisions that deliver results and provide service levels at a consistently high standard

• Manages, motivates, and influences work & team behaviors

• Uses two-way discovery to uncover customer needs and match solutions to that need with an ability to articulate a vision that resonates with our customers and demonstrates value

• Balances technical communication with easy to understand explanations of business issues to audiences with a varying range of technical expertise

• Take ownership and lead retention cases to success

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.