Manager, Customer Success

WP Engine is a global technology company that provides enterprise-grade WordPress platforms, tools, and services for companies and agencies. The Manager of Customer Success leads, coaches, and develops Customer Success Managers while driving customer retention, net revenue retention, operational excellence, customer advocacy, and measurable improvements in customer outcomes.

Responsibilities:

• Build & Scale: Build, scale and lead our rapidly growing team, continuing the development of a culture of teamwork, high performance and growth in our Success team
• Performance Management & Development: Lead day-to-day operations, goal setting, career development, performance management, and growth of team members. Directly manage a team of CSMs, conducting regular 1:1s, performance reviews, leveraging Gong and providing direct coaching and feedback on customer engagement, risk mitigation, and renewal strategy
• Mentorship: Serve as a mentor and a leader, helping to develop the skills of the team, so they are able to achieve their metrics and career goals. Supporting and advising new and experienced Customer Success team members in strategies to develop lasting relationships with customers
• Workflow Build & Execution: Ensure the team consistently follows established customer success playbooks, health scoring methodologies, and escalation procedures
• Retention & Growth Targets: Drive the team’s execution of retention programs to meet monthly and quarterly Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets. Accountable for the delivery of the team retention and growth targets and associated Key Performance Indicators
• Risk Management & Escalations: Oversee the proactive identification and mitigation of at-risk accounts, ensuring timely activation of executive engagement and stabilization plans. Lead the response to customer escalations, ensuring related actions are followed through to resolution with the applicable team members
• Data-Driven Decisions: Manage and report on key operational metrics for the team, including Customer Health Scores, Sales Pipeline, Risk Trends, Churn Forecasting, & Success plans. Analyse customer and performance data to make informed decisions about operational and procedural changes
• Tool Utilization: Ensure 100% adherence to CRM and CS platform usage, maintaining data integrity for accurate forecasting and executive reporting
• Customer Engagement Strategy: Create customer advocacy and trust by implementing a consultative solution lead approach
• Voice of the Customer (VoC): Systematically collect and synthesize customer feedback and pain points from the team and deliver actionable insights to the Director/VP and Product teams
• Process Improvement & Strategic Partnership: Collaborate with Operations and other managers to identify friction points in the customer journey (e.g., onboarding handoffs, technical support) and propose solutions to improve overall efficiency. Partner with the Director of Customer Success and other global collaborators to further refine the structure, process, systems, and resources to optimally support our customers and team. There is huge scope for creativity and impact in this role
• Renewal Support: Directly assist CSMs with complex renewal negotiations and manage customer escalations that require managerial oversight

Requirements:

• 4-6 years' experience leading a customer experience or customer success team
• 2+ years of formal experience directly managing and leading a customer-facing team
• Demonstrated proficiency with Customer Success platforms (e.g., Gainsight, Catalyst) and CRM systems (e.g., Salesforce) for managing customer health and forecasting
• Proficient in Customer Success best practice and methodologies
• Results driven, able to empower their team to focus on strategic goals and critical metric delivery
• Ability to analyse and interpret data to optimise performance, increase customer retention and make data-driven decisions
• Excellent leadership, interpersonal and problem solving/decision making skills
• Can lead change, comfortable with ambiguity and able to support the team by building their resilience and managing emotions
• Experience working effectively with all levels of management
• Experience handling critical customer concerns
• Ability to lead multiple projects while maintaining strict attention to details
• Ability to adapt quickly to new or changing business requirements
• Ability to communicate effectively in small and large groups
• Bachelor's degree in Business or a related field