Senior Customer Success Manager- Enterprise

Title: Sr. Customer Success Manager- Enterprise

Location:

• Austin
• Omaha

Job Description:

We engage the most inspired minds to do their best work wherever they work best-powering the freedom to create worldwide.

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

Perks and Benefits

Ownership Mindset - Company stock options for every employee

Comprehensive Health Coverage - Medical, dental, vision, and life insurance plans with choice and flexibility

Fertility Support - Fertility and IVF drug coverage included

Financial Wellness -

401(k) with a 4% company match

Company HSA contributions ($750 individual / $1,500 family)

Peace of Mind - 100% employer-paid short- and long-term disability insurance

Time to Recharge - Generous PTO, 10 paid holidays, 4 company wellness days, and 1 floating holiday

Family and Caregiver Leave - Fully paid leave for new parents and caregivers

Remote Work Support - $500 one-time home office setup stipend

Invest in You - $100 monthly wellness allowance and free Calm subscription

Extra Protection - Pet insurance, accident and critical illness coverage, and legal and ID theft protection

Career Growth - Ongoing education through LinkedIn Learning, Workday Learning, and our Career Growth Portal

At WP Engine, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. WP Engine is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law.

Base Salary Range

$80,000.00 - $120,000.00

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.