Customer Success Manager

| Austin

Customers are the lifeblood of our company and WP Engine is looking for strategic, results-driven Customer Success Managers (CSMs) to engage, retain, and enable our customers to fully utilize the WPE Platform
WHAT IS COOL ABOUT THIS JOB

The CSM is ultimately responsible for the complete post-sales lifecycle of a portfolio of customers. As a CSM, you will be the primary advocate for each customer, guiding them along a path to success. You’ll be working with a wide range of customer personas, from corporate, to enterprise, to some of the world’s hottest startups.The ideal candidate will be as passionate about WP Engine as they are about providing an exceptional experience for every customer.

THE DAY TO DAY

  • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services, ensuring retention
  • Work with clients to establish critical goals or other key performance indicators; then aiding the customer in achieving their goals
  • Maintain high levels of customer engagement (including on-site meetings) with a focus on customer satisfaction and loyalty
  • Conduct workshops, business reviews and proactively suggest solutions to common customer challenges
  • Coach customers to be product experts and train their teams on WP Engine’s best practices so they become increasingly self-sufficient
  • Proactively spot and correct any issues with Technical Success Manager that could affect customer satisfaction or retention
  • Program manage account escalations
  • Detect, report, forecast and mitigate customer risk
  • Develop, prepare, and nurture customers for advocacy; driving customer references and case studies
  • Continually identify and develop new uses for WP Engine that drive adoption and align to customers’ business needs and strategic goals
  • Work to identify and/or develop upsell opportunities
  • Partner with Sales Account Managers to help them be more effective
  • Advocate customer needs and escalate customer issues interdepartmentally
  • Develop Customer Success assets and methods, and work with
  • Product Marketing to create new or refine existing onboarding and adoption materials.

YOUR EXPERTISE AND PASSION

  • Four years minimum experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention
  • Familiarity working with clients of all sizes
  • Demonstrated versatility in communicating complex technology-related business issues to audiences with a varying range of technical expertise
  • Diplomacy, tact, and poise under pressure when working through customer issues
  • Creative thinker with an innovative approach to problem solving
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
  • Thrives in a multitasking environment and can adjust priorities on-the-fly
  • Excellent verbal, written, presentation and interpersonal communication skills
  • Detail oriented and analytical
  • Occasional travel may be needed (5-10%)

THE PERKS & BENEFITS

  • Competitive Compensation
  • Stock Options (Every employee is an owner in the company)
  • Health Benefits (100% Paid Employee Medical, Dental, and Vision)
  • 401(k)
  • Life and Disability Insurance (100% Paid Life, STD, LTD and AD&D)
  • Generous Vacation Time
  • Downtown parking or commuter reimbursement
  • Lunch (Provided Monday – Thursday)
  • Gym membership discount 
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • PythonLanguages
    • RubyLanguages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • Constant ContactEmail
    • SendGridEmail
    • MarketoLead Gen

Location

504 Lavaca Street, Austin, TX 78701
504 Lavaca Street, Austin, TX 78701

Perks of working here

401(K)
Casual Dress
Commuter Benefits
Company Equity
Company Outings
Conferences & Training
Dental
Fitness Subsidy
Game Room
Generous PTO
Happy Hours
Health Benefits
Onsite Gym
Parking
Some Meals Provided
Stocked Kitchen
Unlimited PTO
Vision
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