We engage the most inspired minds to do their best work wherever they work best—powering the freedom to create worldwide.WP Engine empowers companies and agencies of all sizes to build, power, manage, and optimize their WordPress websites and applications with confidence. Serving 1.5 million customers across 150+ countries, the global technology company provides premium, enterprise-grade solutions, tools, and services, including specialized platforms for WordPress, industry-tailored eCommerce and agency solution suites, and developer-centric tools like Local, Advanced Custom Fields, and more. WP Engine’s innovative technology and industry-leading expertise are why 8% of the web visits a WP Engine-powered site daily. Learn more at wpengine.com. This is a Hybrid role! Our Customer Success organization visits our Austin, TX or Omaha, NE office weekly on Tuesdays and Thursdays. What is Cool About This JobIn this role, we’ll lean on you to identify churn trends and churn indicators within our Premium customer book of business to drive retention strategies with the goal of helping customers discover even more value in our software and services, thereby increasing retention and providing a more effortless customer experience.The Day to DayWork as part of the Customer Success team with a focus on driving customer value, retention, and advocacy across our International customer base.Facilitate customer requests, including customer downgrades, support escalations, account optimization, temporary projects, subscription renewals and non-revenue generating inquiries.Troubleshoot and resolve customer issues by working collaboratively as a liaison between our customers and our internal teams i.e. Customer Success, Sales, Support Billing.Manage Customer Success Zendesk queues and Gainsight Success Plans ensuring all requests are reviewed and resolved as efficiently and effectively as possibleSupport the Customer Success leadership team to deliver business targets and objectivesContribute to our process of forecasting churn/retention on a weekly basisDefine and manage key risk indicators (ex: Customer Health, site downtime, coupons, etc.) and help define strategies to mitigate risk of customers in these cohortsUse tools such as Gainsight, Salesforce and ZenDesk. to support customer outreach and campaignsConnect with WPEngine customers via phone, Zoom, email for follow-ups and escalationsLock arms with Support and Technical Success teams to proactively identify and correct issues that may affect customer experience or retentionBuild strong customer advocates and actively encourage product feedback, customer references, case studies and speaker engagementsYour Expertise and PassionExperience in customer-facing roles that require understanding the customer’s goals and objectives, collaborating through challenging situations, finding solutions, and driving resultsCurious problem solver who has enthusiasm for collaborating with others on new ways to elevate customer experience and adoptionConfidence to make bold decisions for the better of our customers and our business based on qualitative and quantitative dataThrives in a multitasking environment and can adjust priorities on the flyExceptional verbal, written, presentation and interpersonal communication skillsProven track record to work within tight timelines, to make decisions that deliver results and provide service levels at a consistently high standardManages, motivates, and influences work & team behaviorsUses two-way discovery to uncover customer needs and match solutions to that need with an ability to articulate a vision that resonates with our customers and demonstrates valueBalances technical communication with easy to understand explanations of business issues to audiences with a varying range of technical expertiseTake ownership and lead retention cases to successPerks and BenefitsOwnership Mindset – Company stock options for every employeeComprehensive Health Coverage – Medical, dental, vision, and life insurance plans with choice and flexibilityFertility Support – Fertility and IVF drug coverage includedFinancial Wellness –401(k) with a 4% company matchCompany HSA contributions ($750 individual / $1,500 family)Peace of Mind – 100% employer-paid short- and long-term disability insuranceTime to Recharge – Generous PTO, 10 paid holidays, 4 company wellness days, and 1 floating holidayFamily and Caregiver Leave – Fully paid leave for new parents and caregiversRemote Work Support – $500 one-time home office setup stipendInvest in You – $100 monthly wellness allowance and free Calm subscriptionExtra Protection – Pet insurance, accident and critical illness coverage, and legal and ID theft protectionCareer Growth – Ongoing education through LinkedIn Learning, Workday Learning, and our Career Growth PortalAt 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. Base Salary Range$64,000.00 - $96,000.00We believe that compensation should be reflective of the impact you have within the organization relative to the market value of your role. The estimated base salary range for this position is as listed above. Some roles may also be eligible for overtime pay. Our salary ranges are determined by job role and responsibilities and level. The range displayed on each job posting reflects the minimum and maximum target for salaries for the position nationwide. The actual base pay will vary based on various factors including job-related skills and individual qualifications objectively assessed during the interview process. Your talent acquisition partner can share more about the total rewards package at WP Engine including any additional total rewards components such as equity, variable pay plans (if applicable), and benefits during the hiring process.
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