Customer Retention Campaign Coordinator at WP Engine
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.
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
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
• 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.