Customer Success Manager

Job not on LinkedIn

🔥 4 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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WP Engine

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

☁️ SaaS

🤝 B2B

SaaS • B2B • Technology

WP Engine is a company that specializes in providing WordPress digital experiences and technology solutions. They emphasize a strong company culture based on core values of diversity and inclusivity, allowing employees to bring their authentic selves to work. With locations across the globe, including Austin, London, and Brisbane, WP Engine offers remote working opportunities and invests in employee growth and development. They pride themselves on being a great workplace as recognized by numerous awards and provide a range of benefits, such as stock options and wellness allowances. WP Engine focuses on innovation and customer satisfaction.

📋 Description

• Lead, coach, and develop a team of Customer Success Managers • Build and scale a high-performance Success team culture • Manage day-to-day operations, goal setting, career development, performance management, and team growth • Conduct regular 1:1s and performance reviews using Gong, and provide coaching on customer engagement, risk mitigation, and renewal strategy • Mentor Customer Success team members in strategies for developing lasting customer relationships • Ensure adherence to customer success playbooks, health scoring methodologies, and escalation procedures • Drive retention programs to meet monthly and quarterly GRR and NRR targets • Oversee identification and mitigation of at-risk accounts and lead customer escalations through resolution • Manage and report on Customer Health Scores, Sales Pipeline, Risk Trends, Churn Forecasting, and Success Plans • Ensure CRM and Customer Success platform usage and data integrity • Implement a consultative, solution-led customer engagement approach • Collect and synthesize customer feedback and deliver actionable insights to leadership and Product teams • Collaborate with Operations and other managers to improve customer journey efficiency • Partner with the Director of Customer Success and global collaborators to refine processes, systems, and resources • Assist CSMs with complex renewal negotiations and managerial customer escalations

🎯 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 such as Gainsight and Catalyst • Proficiency with CRM systems such as Salesforce for managing customer health and forecasting • Proficient in Customer Success best practices and methodologies • Ability to analyse and interpret data to optimise performance and increase customer retention • Excellent leadership, interpersonal, problem solving, and decision-making skills • Experience leading change and working effectively with all levels of management • Experience handling critical customer concerns • Ability to lead multiple projects while maintaining strict attention to detail • 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

🏖️ Benefits

• Company stock options for every employee • Medical, dental, vision, and life insurance plans • Fertility and IVF drug coverage • 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 • 1 floating holiday • Fully paid leave for new parents and caregivers • $500 one-time home office setup stipend • $100 monthly wellness allowance • Free Calm subscription • Pet insurance • Accident and critical illness coverage • Legal and ID theft protection • Ongoing education through LinkedIn Learning, Workday Learning, and the Career Growth Portal