Customer Success Manager

WP Engine provides WordPress platforms and services for businesses and agencies. The Customer Success Manager owns strategic relationships with high-value Enterprise and Mid-Market accounts, driving retention, renewals, and expansion while coordinating internal teams to support customer goals.

Responsibilities:

• Cultivate and maintain strong, executive-level partnerships with key stakeholders and decision-makers within an account portfolio
• Act as a central point of contact, ensuring seamless communication and collaboration between a portfolio of customers and our internal teams (e.g., sales, marketing, product, and support)
• Proactively identify and address customer needs, challenges, and opportunities to solidify the partnership and become a trusted advisor
• Develop and implement strategic account plans with clear short-term objectives   and long-term goals
• Conduct analysis of customer needs, industry trends, and the competitive landscape to identify opportunities for upselling and cross-selling
• Lead the creation and presentation of proposals, business reviews, and innovative solutions that demonstrate the value of our products and services
• Proactively monitor your portfolio accounts for usage patterns, adoption rates, and potential signs of churn risk (e.g., low activity, unaddressed issues)
• Conduct regular check-ins and business reviews with customers to assess their goals and ensure they are maximizing the value of the solution
• Document all customer interactions, issues, and strategic discussions accurately in the CRM and Customer Success platform
• Own the full retention and renewal lifecycle for a combination of Enterprise & Mid-Market assigned portfolio, proactively engaging with customers to secure annual and long-term agreements, thereby meeting or exceeding gross retention targets
• Develop renewal strategies, negotiate terms, and manage all necessary contract administration to ensure maximum customer lifetime value
• Identify, qualify, and surface expansion opportunities (upsell/cross-sell) through continuous discovery of customer needs and strategic alignment
• Collaborate directly with the Account Management/Sales team to scope, present, and assist in closing new business within existing accounts
• Effectively communicate and manage the implementation of necessary price increases during the renewal cycle, thereby meeting or exceeding net retention targets
• Triage, manage, and prioritize customer questions and complex technical issues, effectively coordinating with the Technical Support & TAM teams and owning the ultimate resolution communication with the customer

Requirements:

• Bachelor's degree in business related field
• Five+ years of proven experience in account or customer success management, with a track record of meeting and exceeding revenue and growth goals
• Demonstrated ability to build and maintain strong, long-lasting partnerships with high-level customers
• Exceptional communication, presentation, and negotiation skills
• Strong business acumen and an in-depth understanding of your customers'' industries, challenges, and goals
• Excellent organizational and time-management skills, with the ability to manage multiple projects and accounts simultaneously
• Proficiency with CRM software (e.g., Salesforce, Gainsight)
• Ability to work independently and as part of a team in a fast-paced, dynamic environment