Enterprise Customer Success Manager 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.
As part of WP Engine’s rapid growth, we’re seeking a highly motivated 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 Success Manager (TSM), operating as a "dynamic duo," and assist in driving the overall health and success of a shared portfolio of customers.The Day to DayStrategic 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
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 Success 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.
We maintain high levels of customer engagement (including on-site meetings) 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
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
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 (20%)
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)
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.