Hiring: Manager, Customer Success Company: WP Engine Location: Austin, TX Job Posted Time: 2026-09-10 12:09:58 Target Skills & Keywords : Change Management, Risk Management, Salesforce, WordPress, Workday About the job Experience: •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. •6 years' experience leading a customer experience or customer success team. 2+ years of formal experience directly managing and leading a customer-facing team. Required Skills: •Team Leadership & Coaching •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. •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. Qualifications: •Operational & Technical Skills: 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 & Analytical: 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. •Leadership & Change Management: 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. •Execution: Ability to lead multiple projects while maintaining strict attention to details. Ability to adapt quickly to new or changing business requirements. •Communication: Ability to communicate effectively in small and large groups. Compensation: •Great Health Benefits (Medical, Dental, Vision, Life Insurance) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!