WHAT IS COOL ABOUT THIS JOB

Bring your passion for people and problem solving to WP Engine, where our commitment to customers is best in class and our mission is to help them win online. As a CSM and trusted advisor, you will be the CEO of your book of business; using your dynamic perspective on relationship management to ensure success for a diverse group of enterprise customers.

THE DAY TO DAY

Strategic Planning:

• Work with our Enterprise clients to help identify, quantify and track the key performance indicators most important to their business; create customer success plans to help customers achieve their goals
• Program manage escalations, campaigns and high traffic events; anticipating needs based on an understanding of customer initiatives and holding the partnership accountable to shared goals
• Partner with the Sales Account Managers to continually identify and develop new opportunities to drive adoption and align with customers' strategic goals

Demonstrate Value:

• Conduct workshops, business reviews and prescribe solutions to common customer business challenges, in addition to sharing industry best practices
• Make guided recommendations that propel our customers' efforts and enhance the value proposition of our partnership
• Work closely with Technical Success Managers to proactively identify and correct technical issues that may affect customer satisfaction or retention
• Analyze trends to detect, forecast and mitigate customer risk

Customer Advocacy:

• Maintain high levels of customer engagement (including on-site meetings) with a focus on customer satisfaction and loyalty
• Work collaboratively with key stakeholders across WP Engine to ensure clients' business needs & objectives are known, understood and achieved
• Build strong advocates and actively surface candidates for product feedback, customer references, case studies and speaker engagements

Thought Leadership:

• Continue to innovate Customer Success collateral and methodologies; supporting the creation and refinement of company-wide operations
• Build strong relationships across diverse teams within WP Engine to provide a seamless customer experience
• Help define and implement new processes to increase efficiency and improve cross team collaboration

YOUR EXPERTISE AND PASSION

• 4-5 years minimum experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention
• Proven track record working with enterprise customers and executives
• Demonstrated versatility in communicating complex technology-related business issues to audiences with a varying range of technical expertise
• Exudes diplomacy, tact and poise under pressure when working through customer issues
• Curious and creative problem solver who has enthusiasm for collaborating on new ways to inspire customer loyalty and adoption
• Thrives in a multitasking environment and can adjust priorities on the fly
• Exceptional verbal, written, presentation and interpersonal communication skills
• Detail oriented and analytical
• Occasional travel may be needed (20%)

THE PERKS & BENEFITS

• Compensation (We offer market competitive salaries)
• Stock Options (Every employee is an owner in the company)
• Health Benefits (100% Paid Employee Medical, Dental, and Vision)
• 401(k) (Make the most of retirement)
• Life and Disability Insurance (100% Paid Life, STD, LTD and AD&D)
• Generous Vacation Time (Who doesn't like time off)
• Transportation (Downtown parking or commuter reimbursement)
• Lunch provided
• Gym membership discount