Customer Success Manager

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 WP Engine is looking for a highly motivated Customer Success Manager (CSM) that can establish and foster meaningful relationships with our customers. They make decisions on how best to keep customers happy as a result of our various interactions with them. They are creative, passionate, and ambitious problem solvers, committed to putting our customers' needs first. As the CSM, you will join forces with the Technical Account Manager (TAM) working as part of the International Customer Success team with a focus on driving customer value, retention, and advocacy across our customer base The Day to Day Strategic Planning:Engage 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 goalsPartner with the Technical Account Manager 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 goalsFacilitate customer requests, including customer downgrades, support escalations, account optimisation, temporary projects, and non-revenue generating inquiries across the APAC portfolioAnalyze trends to detect and forecast customer risk ; clearly articulating the value of our solutions to mitigate customer account churn of identified at risk customers Demonstrate Value:Conduct workshops, business reviews and prescribe solutions to common customer business challenges, in addition to sharing industry best practicesMake guided recommendations that propel our customers’ efforts and enhance the value proposition of our partnershipWork closely with Technical Success Manager to proactively identify and correct technical issues that may affect customer satisfaction or retention Customer Advocacy:Maintain high levels of customer engagement with a focus on customer satisfaction and loyaltyTroubleshoot and resolve customer issues by working collaboratively as a liaison between our customers and our internal teams i.e. Customer Success, Sales, Support BillingBuild strong advocates and actively surface candidates for product feedback, customer references, case studies and speaker engagement Your Expertise and Passions2-3 years minimum experience in Customer Success or equivalent history of growing customer happiness, adoption, and retentionEffective troubleshooting and root cause analysis skills to quickly identify customer issues and offer appropriate solutionsDemonstrates empathy and actively listens so our customers feel supported and understoodWorks well in a collaborative, team environment, but can also work autonomously to arrive at the right solution for our customersExcellent organizational skills to balance multiple requests at once and prioritize tasks easilyHas excellent written and verbal communication skills, and can break down technical concepts to make them easier to understandSelf-starter and resourceful (if you don’t know the answer, you’ll find a way to get to it!)Learns quickly and takes ownership of personal developmentProven track record working with enterprise customers and executives  Knowledge of the WP Engine platform and WordPress experience is a plusOccasional travel may be needed (20%) The Perks and BenefitsCompany Stock Options (Every employee is an owner in the company)Superannuation ProgramEmployee Assistance ProgramSupplemental Maternity & Paternity PayGenerous Vacation Time (Who doesn’t like time off)One-time $745 AUS Home Office StipendCompany Wellness Days#LI-TB1#LI-Remote