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. What's cool about this job:The Sr. Director of Customer Success is an experienced Customer Success leader who is responsible for bringing a strategic vision and innovative approach in leading critical customer success initiatives. Reporting to the VP, Customer Care, the Sr. Director of Customer Success plays a key role in driving ongoing value realization and revenue expansion by ensuring the engagement, success, retention, and growth of our customers.Core Responsibilities Include:Set the vision for how Customer Success will drive retention and customer advocacy, and the path to achieve it.Leading and mentoring the Customer Success teams by setting the strategy and prioritizing Objectives and Key Results (OKRs/KPIs)Developing a data informed strategy to proactively reach out to customers who are having difficulty on the platform, including the method of outreach.Work closely with the GTM, Product, Marketing and Operations teams serving as the voice of the customer and promoting a customer-centric mindset across the organization.Defining and enabling customer goal achievement, introducing new capabilities and use-cases; collaborating across teams to identify and pursue customer growth opportunities.Architecting the customer success organization and engagement model to leverage and scale in support of our revenue ambitions, namely retention and expansion.Partnering very closely with our sales, and post sales peer teams to engage with leaders at prospective and existing customers in an effort to define goals that leverage our products and services to achieve them.Defining and driving capacity models across the organization with special attention to customer count and ARR per CSM as it relates to segment and region, while driving innovative coverage models.Coordinating and leading overall customer escalation efforts, personally leading key customer escalations and/or get-well plans.Collaborate with our product team to provide customer feedback for all products and services and drive continued development of innovative solutions.Evolving the customer health program through a data driven approach to be leveraged in predictive health monitoring, increasing customer growth, and reducing churn.Cost management in partnership with finance. Requirements:Minimum of eight years’ experience in the Customer Success / Post Sales space, including running a saves team.Bachelor’s degree or equivalentA true Customer Inspired mindset, putting customers at the center of all we do.Experience building and managing Customer Success teams in a fast-paced, dynamic environment.Ability to move quickly and iterate, knowing when to ask for consultation and when to forge ahead.A strong strategic vision for the customer success organization.A strong customer advocate with the ability and willingness to engage directly with customers as the executive face of Customer SuccessAbility to communicate well with individuals, teams, partners as well as industry level events.A track record of developing and mentoring great talent, building and motivating high achieving teams.The skills to be a data-driven decision maker, with a willingness to experiment and iterate.Effective collaborator to drive cross-functional initiatives and promote a positive team dynamic.Employ Technology to increase efficiency in operations and processes.Define key operating metrics that can be measured and tracked.Stay current with industry best practices and strategies.Empathy, humility, ethics, and integrity and listening skills. Key Measures of Success:Reduce customer and revenue churn reflected through increasing renewal rates (ARR, MRR)Enhance product adoption.Drive account expansion through ongoing value realization.Increase customer health scores.Increase CSM coverage and impact capability over time.Increase Customer Lifetime Value in relation to Customer Acquisition Cost.Collaborate on a differentiated customer experience that is validated through key measures.The perks and benefitsCompany Stock Options (Every employee is an owner in the company)Great Health Benefits (Medical, Dental, Vision)Paid Family and Caregiver’s LeaveEmployee Assistance ProgramGenerous Vacation Time (Who doesn’t like time off)$500 one-time work from home allowance4 Company Wellness Days a yearMonthly wellness allowance via ThrivePassAccess to free on-demand fitness classesFree subscription to CalmOn-going 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. #LI-TB1#LI-RemoteBase Salary Range$160,000.00 - $240,000.00We 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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