Manager, Customer Success

WP Engine•WFH - Texas, TX

31d•Remote

About The Position

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. The Manager of Customer Success is responsible for leading, coaching, and developing a team of Customer Success Managers (CSMs) to achieve high customer retention and superior net revenue retention (NRR). This role requires a strong focus on daily operational excellence, process adherence, and driving measurable improvements in the customer experience across specific segments or territories. An ideal Manager will be a hands-on, highly organized leader who thrives on improving team efficiency, ongoing value driven enablement and achieving measurable business results at a fast pace. The ideal candidate inspires their team and demonstrates a relentless focus on driving customer outcomes.

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.

Responsibilities

Build, scale and lead our rapidly growing team, continuing the development of a culture of teamwork, high performance and growth in our Success team.
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.
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.
Ensure the team consistently follows established customer success playbooks, health scoring methodologies, and escalation procedures.
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.
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.
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.
Ensure 100% adherence to CRM and CS platform usage, maintaining data integrity for accurate forecasting and executive reporting.
Create customer advocacy and trust by implementing a consultative solution lead approach.
Systematically collect and synthesize customer feedback and pain points from the team and deliver actionable insights to the Director/VP and Product teams.
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.
Directly assist CSMs with complex renewal negotiations and manage customer escalations that require managerial oversight.

Benefits

Company stock options for every employee
Medical, dental, vision, and life insurance plans with choice and flexibility
Fertility and IVF drug coverage included
401(k) with a 4% company match
Company HSA contributions ($750 individual / $1,500 family)
100% employer-paid short- and long-term disability insurance
Generous PTO, 10 paid holidays, 4 company wellness days, and 1 floating holiday
Fully paid leave for new parents and caregivers
$500 one-time home office setup stipend
$100 monthly wellness allowance and free Calm subscription
Pet insurance, accident and critical illness coverage, and legal and ID theft protection
Ongoing education through LinkedIn Learning, Workday Learning, and our Career Growth Portal