We engage the most inspired minds to do their best work wherever they work best—powering the freedom to create worldwide.WP Engine is the most trusted WordPress technology company, powering over 1.5M digital experiences in 150+ countries for businesses of all sizes. WP Engine’s all-in-one platform enables customers to design, build, power, and manage extraordinary WordPress, eCommerce, and headless sites—all thanks to a nonstop commitment to innovation, award-winning WordPress expertise, and a set of core values that guides us every day. Are you someone who is genuinely curious, forward thinking, and thrives in a fast-paced environment? Do you love solving the latest challenges and collaborating with others to come up with creative solutions? Do you like building relationships with customers and partners? Are you seeking your next growth opportunity in your career? 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? We are looking for someone who will collaborate closely with Sales and Product, cultivating the needs of your portfolio, with a built-to-last and customer-inspired mindset. You will be a part of the sales process by way of product opportunity identification, given your deep understanding of the environment, workflow, and overall goals of your customers. Through collaboration with our team of Technical Account Managers (TAMs), you will aid our customers in realizing the value of their investment and assist in driving the overall health and success of a shared portfolio of customers. The Day to DayStrategic Planning:You will work with our largest and most strategic 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 goalsWe work as a team to program manage escalations, campaigns and high traffic events; anticipating needs based on an understanding of customer initiatives and holding the partnership accountable to shared goalsCSMs partner with the Sales Account Managers to continually identify and develop new opportunities to drive adoption and align with customers’ strategic goalsDemonstrate Value:CSMs conduct workshops, business reviews and prescribe solutions to common customer business challenges, in addition to sharing industry best practicesWe make guided recommendations that propel our customers’ efforts and enhance the value proposition of our partnershipYou will work closely with Technical Account Managers to proactively identify and correct technical issues that may affect customer satisfaction or retentionWe analyze trends to detect, forecast and mitigate customer risk.Customer Advocacy:We maintain high levels of customer engagement (including on-site meetings) with a focus on customer satisfaction and loyaltyYou will collaborate with key partners across WP Engine to ensure clients’ business needs & objectives are known, understood and achievedCSMs build strong advocates and actively surface candidates for product feedback, customer references, case studies and speaker engagements.Thought Leadership:We continue to innovate Customer Success collateral and methodologies; supporting the creation and refinement of company-wide operationsCSMs Build positive relationships across complementary teams within WP Engine to provide a seamless customer experienceYou will help define and implement new processes to increase efficiency and improve cross team collaboration.Your Expertise and Passion:2+ years minimum experience in Customer Success or equivalent history of growing customer happiness, adoption, and retentionProven track record working with enterprise customers and executives Demonstrates versatility in communicating complex technology-related business issues to audiences with a varying range of technical expertiseExudes diplomacy, tact and poise under pressure when working through customer issuesCurious and creative problem solver who has enthusiasm for collaborating on new ways to inspire customer loyalty and adoptionThrives in a multitasking environment and can adjust priorities on the flyExceptional verbal, written, presentation and interpersonal communication skillsHands-on, detail oriented and analyticalKnowledge of the WP Engine platform and WordPress experience is a plusOccasional travel may be needed (20%)The Perks and Benefits:Company Stock Options (Every employee is an owner in the company)Health Benefits (100% Paid Employee Medical, Dental, and Vision)Pension Scheme with a matchLife Insurance and Income Protection (100% Paid)Supplementary Maternity & Paternity Pay and Caregiver’s LeaveEmployee Assistance ProgramGenerous Vacation Time (Who doesn’t like time off)Home Office StipendTax free annual wellness benefit through Clevercards4 Company Wellness DaysOn-going education through LinkedIn Learning, Workday Learning and our Career Growth PortalFree annual subscription to Calm #LI-MT1At 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.
View Original Job Posting