Taking applicationsChat / Email·Posted 8d ago
Manager, Customer Success
WP EngineVerified company
WFH - Texas, USA
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Texas, USA
Open to people in the United States
EnglishSenior level
About the role
Leads and coaches a team of Customer Success Managers to hit retention and net revenue retention targets for a WordPress platform. It is a full-time, Texas-based work-from-home management role with US benefits and no stated pay range.
What you'll do
- Lead and coach Customer Success Managers
- Drive GRR and NRR targets
- Oversee at-risk accounts and escalations
- Report customer health, pipeline, and churn metrics
- Ensure CRM and CS platform adherence
- Collect and synthesize voice-of-customer feedback
- Support complex renewal negotiations
- Collaborate on customer journey process improvements
What you'll need
- 4-6 years leading a customer success or customer experience team
- 2+ years directly managing a customer-facing team
- Proficiency with Customer Success platforms such as Gainsight or Catalyst
- Proficiency with CRM systems such as Salesforce
- Results-driven and analytical
- Strong leadership and change management skills
- Excellent communication skills
- Bachelor's degree in Business or related field
Skills
Customer Success methodologyGainsight/CatalystSalesforce CRMRetention and NRR strategyData analysisCoaching and performance managementChange managementRenewal negotiation
Benefits
Health insurancePaid time offCompany stock options401(k) with 4% matchHome office stipendFertility benefitsPet insuranceCareer growth
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Applications close on 18 November.