[Hiring] Customer Success Manager @WP Engine

Role Description

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.

• Team Leadership & Coaching
  • 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.
  • Ensure the team consistently follows established customer success playbooks, health scoring methodologies, and escalation procedures.
• Operational Excellence & Execution
  • Drive the team’s execution of retention programs to meet monthly and quarterly Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
  • Oversee the proactive identification and mitigation of at-risk accounts.
  • Manage and report on key operational metrics for the team.
  • Ensure 100% adherence to CRM and CS platform usage, maintaining data integrity for accurate forecasting and executive reporting.
• Customer Advocacy & Feedback Loop
  • Create customer advocacy and trust by implementing a consultative solution lead approach.
  • Systematically collect and synthesize customer feedback and pain points.
  • Collaborate with Operations and other managers to identify friction points in the customer journey.
  • Directly assist CSMs with complex renewal negotiations.

Qualifications

• 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).
• Results driven, able to empower their team to focus on strategic goals and critical metric delivery.
• Excellent leadership, interpersonal and problem-solving/decision-making skills.
• Ability to lead multiple projects while maintaining strict attention to details.
• Ability to communicate effectively in small and large groups.

Requirements

• Bachelor’s degree in Business or a related field.

Benefits

• Ownership Mindset – Company stock options for every employee.
• Comprehensive Health Coverage – Medical, dental, vision, and life insurance plans with choice and flexibility.
• Fertility Support – Fertility and IVF drug coverage included.
• Financial Wellness – 401(k) with a 4% company match and Company HSA contributions ($750 individual / $1,500 family).
• Peace of Mind – 100% employer-paid short- and long-term disability insurance.
• Time to Recharge – Generous PTO, 10 paid holidays, 4 company wellness days, and 1 floating holiday.
• Family and Caregiver Leave – Fully paid leave for new parents and caregivers.
• Remote Work Support – $500 one-time home office setup stipend.
• Invest in You – $100 monthly wellness allowance and free Calm subscription.
• Extra Protection – Pet insurance, accident and critical illness coverage, and legal and ID theft protection.
• Career Growth – Ongoing education through LinkedIn Learning, Workday Learning, and our Career Growth Portal.