Customer Retention Campaign Coordinator at WP Engine

| Austin
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It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Campaign Manager, Customer Success Programs

At WP Engine, our passion is helping our 120,000+ customers succeed every day. The

Customer Success Programs team focuses on driving customer retention and value

outcomes across our entire customer base through understanding customer segments,

maintaining a proactive curiosity to identify large-impact opportunities, and crafting

experiences to help both our customers and WP Engine succeed.

We are looking for a Campaign Manager with a background in customer success and

retention optimization to join our team! In this role, you’ll report to our Senior Manager

of Customer Success Programs to innovate and improve the digital customer experience

while driving increased customer retention at scale. You’ll build and execute campaign

strategies through our customer portal, email, and other channels. You’ll be a champion

for the customer experience and own the development customer touchpoints from

onboarding to continued usage.

Core responsibilities

Customer lifecycle communication: Develop, run, and optimize customer

communication touch points focused on helping customers reach critical moments of

value, improve engagement, and increase adoption of key value-driving features

(onboarding experience, monthly newsletter, NPS, and others).

Customer retention campaigns: Work with business partners to identify key drivers of

cancellation. Develop and execute campaigns to mitigate cancellation drivers and

increase customer retention.

Platform and services update communications: Work with business partners to

understand the customer impact of critical changes to our platform and services.

Develop communication strategies that create a phenomenal experience for our

customers as they are guided through technical and service changes.

Campaign plan design and delivery: Use an analytical approach when defining

campaign objectives, audience targeting and segmentation, channels to be used,

messaging, and success measurement.

Outcome tracking and reporting: Compile and distribute timely reports on recurring

and completed campaigns, incorporating relevant key performance indicators.

User experience: Ensure HTML and other design/content elements are optimized for

the best results in multiple digital channels, especially email and in-product

communication assets.

Quality assurance: Drive asset QA and retrieve final approvals from key internal

partners to ensure strategic outcomes and operational accuracy are achieved in the final

product. Ensure the quality of recurring campaigns and make any corrections needed.

Your expertise and passion

• Experience in strategic campaign design, management, and outcome-focused

execution in a SaaS or other relevant environment

• Love the challenge of managing multi-channel campaigns targeted to customer

retention, loyalty, and growth targets

• Value working collaboratively with Customer Success, Technical Support,

Product, and Sales teams to help customers get the most out of their purchase

• Ability to craft compelling messaging and write effective copy to drive customer

outcomes

• Comfortable creating and editing HTML email templates

• Enjoys the process of testing and optimizing campaigns using A/B or other type

of split tests

• Excellent at project management, building and maintaining interpersonal

relationships, and communication

• Experience with CRM software such as Salesforce, HubSpot, and Gainsight

• Familiar working with product analytics software such as Pendo

• Familiar with Google Analytics or other digital analytics tools

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.

We will ensure that individuals with disabilities are provided reasonable

accommodation to participate in the job application or interview process, to perform

essential job functions, and to receive other benefits and privileges of employment.

Please contact us to request accommodation.

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Technology we use

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

Location

WP Engine is on the corner of 5th and Lavaca, blocks away from the Colorado River and Congress Avenue.

What are WP Engine Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Pet Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

100% Employee Paid Medical, Dental, and Vision. Lunch provided Monday - Thursday. Equity - Every employee is an owner in the company. Paid downtown parking.