Job Overview WP Engine, a leading managed WordPress hosting provider, is seeking a Senior Customer Success Manager to join our team in South Carolina. In this pivotal role, you will serve as the primary advocate for our enterprise customers, ensuring they achieve maximum value from our platform while fostering long-term relationships that drive retention, expansion, and advocacy. As a key member of the Customer Success team, you will leverage your expertise in SaaS and customer lifecycle management to deliver exceptional outcomes in a fast-paced, innovative environment. Key Responsibilities You will own a portfolio of high-value accounts, conducting regular business reviews to assess health, identify risks, and uncover upsell opportunities. Proactively engage with customers to understand their goals, provide strategic guidance on platform optimization, and collaborate with internal teams like sales, product, and support to resolve issues swiftly. Develop and execute tailored success plans, track key metrics such as churn reduction and net promoter scores, and contribute to the continuous improvement of our customer success processes. Additionally, you will mentor junior team members, represent the voice of the customer in product roadmaps, and participate in cross-functional initiatives to enhance the overall customer experience. Required Qualifications A bachelor's degree in business, marketing, or a related field is required, along with 5+ years of experience in customer success, account management, or SaaS sales within the hosting, web technology, or software industry. Proven track record of managing enterprise-level accounts with demonstrated success in reducing churn, driving renewals, and expanding revenue. Strong understanding of WordPress ecosystems, digital agency workflows, and cloud infrastructure is essential. Skills Exceptional communication and relationship-building abilities, with the capacity to influence stakeholders at all levels. Analytical mindset proficient in tools like Salesforce, Gainsight, or similar CRM/CS platforms for data-driven decision-making. Project management expertise to orchestrate complex customer initiatives. Proficiency in customer health scoring, onboarding strategies, and expansion playbooks. Adaptability in a dynamic tech landscape, with a customer-centric approach and problem-solving prowess. Company Info WP Engine powers over 1.5 million websites worldwide, delivering speed, security, and scalability for WordPress users from startups to Fortune 500 brands. Headquartered in Austin, Texas, with a global presence, we are committed to innovation in open-source hosting and developer tools. Our culture emphasizes collaboration, transparency, and work-life balance, with a mission to make WordPress unstoppable. Benefits We offer competitive compensation, comprehensive health insurance, 401(k) matching, unlimited PTO, and professional development stipends. Enjoy perks like home office setups, wellness programs, and team retreats to support your well-being and growth. Growth Opportunities Advance your career through leadership tracks in customer success, product management, or executive roles. Access mentorship, training certifications, and internal mobility in a company that values promotion from within. Join us to shape the future of digital experiences.