Manager, Customer Success

We engage the most inspired minds to do their best work wherever they work best—powering the freedom to create worldwide. WP Engine empowers companies and agencies of all sizes to build, power, manage, and optimize their WordPress websites and applications with confidence. Serving 1.5 million customers across 150+ countries, the global technology company provides premium, enterprise-grade solutions, tools, and services, including specialized platforms for WordPress, industry-tailored eCommerce and agency solution suites, and developer-centric tools like Local, Advanced Custom Fields, and more. WP Engine’s innovative technology and industry-leading expertise are why 8% of the web visits a WP Engine-powered site daily. Learn more at wpengine.com.   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.   Key Responsibilities:   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. Performance Management & Development: 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. 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.   Operational Excellence & Execution   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…