Senior Customer Success Manager

WP Engine is a global technology company that empowers businesses to build and optimize their WordPress websites. The Senior Customer Success Manager will be responsible for developing account strategies, fostering partnerships, and ensuring customer satisfaction while driving revenue retention and growth.

Responsibilities:

• Cultivate and maintain strong, executive-level partnerships with key stakeholders and decision-makers within an account portfolio
• Act as a central point of contact, ensuring seamless communication and collaboration between a portfolio of customers and our internal teams (e.g., sales, marketing, product, and support)
• Proactively identify and address customer needs, challenges, and opportunities to solidify the partnership and become a trusted advisor
• Develop and implement strategic account plans with clear short-term objectives and long-term goals
• Conduct analysis of customer needs, industry trends, and the competitive landscape to identify opportunities for upselling and cross-selling
• Lead the creation and presentation of proposals, business reviews, and innovative solutions that demonstrate the value of our products and services
• Proactively monitor your portfolio accounts for usage patterns, adoption rates, and potential signs of churn risk (e.g., low activity, unaddressed issues)
• Conduct regular check-ins and business reviews with customers to assess their goals and ensure they are maximizing the value of the solution
• Document all customer interactions, issues, and strategic discussions accurately in the CRM and Customer Success platform
• Own the full retention and renewal lifecycle for a combination of Enterprise & Mid-Market assigned portfolio, proactively engaging with customers to secure annual and long-term agreements, thereby meeting or exceeding gross retention targets
• Develop renewal strategies, negotiate terms, and manage all necessary contract administration to ensure maximum customer lifetime value
• Identify, qualify, and surface expansion opportunities (upsell/cross-sell) through continuous discovery of customer needs and strategic alignment
• Collaborate directly with the Account Management/Sales team to scope, present, and assist in closing new business within existing accounts
• Effectively communicate and manage the implementation of necessary price increases during the renewal cycle, thereby meeting or exceeding net retention targets
• Triage, manage, and prioritize customer questions and complex technical issues, effectively coordinating with the Technical Support & TAM teams and owning the ultimate resolution communication with the customer

Requirements:

• Bachelor's degree in business related field
• Five+ years of proven experience in account or customer success management, with a track record of meeting and exceeding revenue and growth goals
• Demonstrated ability to build and maintain strong, long-lasting partnerships with high-level customers
• Exceptional communication, presentation, and negotiation skills
• Strong business acumen and an in-depth understanding of your customers' industries, challenges, and goals
• Excellent organizational and time-management skills, with the ability to manage multiple projects and accounts simultaneously
• Proficiency with CRM software (e.g., Salesforce, Gainsight)
• Ability to work independently and as part of a team in a fast-paced, dynamic environment
• Travel will be required to attend internal meeting and select customer meetings and industry events