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The Customer Success Manager I is a dynamic, execution-focused role designed to support a SMB high-volume customer segment. We are seeking a results-driven Customer Success Manager to join our team. This role will include being part of a team that focuses on advising our customers, responsible for developing and executing strategies to foster long-term partnerships, drive revenue retention and growth, while ensuring customer advocates. An ideal candidate will exhibit high-energy, and be a detail-oriented individual who understands and/or eager to execute on the commercial side of the tech industry and has a proven track record with personal face to face customer engagement. This is a foundational role with clear growth opportunities into more strategic Customer Success Roles.
Renewal Management: Own the end-to-end renewal process for assigned high-volume accounts, ensuring timely contract execution and maintaining high Gross Revenue Retention (GRR).
Expansion Identification: Monitor account health and usage data to identify "ready-to-buy" signals, qualifying leads for upsells and passing them to sales team members.
Contract Administration: Manage the administrative side of the customer relationship, including processing amendments, handling billing inquiries, and ensuring CRM data integrity.
Downgrade Management: Assess, process, and accurately execute customer downgrade requests in alignment with policy, ensuring retention risks are identified, properly documented, and addressed through appropriate internal escalation or value-based conversations.
Team Collaboration & Support
Internal Partnership: Work daily with a team of cross-functional team members to provide a unified customer experience. The CSM team will focuses on adoption and value programs
Escalation Support: Act as the first line of defense for commercial escalations within the squad, coordinating with Finance and Legal to resolve obstacles to renewal.
Operational Excellence & Accountability
Data Integrity: Maintain a "high bar" for CRM hygiene. Ensure all renewal dates, contact information, and commercial notes are updated in real-time to support accurate executive forecasting.
Process Improvement: Actively identify bottlenecks in the high-volume renewal process and propose automation or workflow changes to increase the squad's efficiency.
KPI Performance: Drive relentless execution against team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.
Qualifications
Experience: 1–2 years of experience in a customer-facing role (Account Management, Sales, or Customer Success), preferably within a B2B SaaS or tech environment.
Commercial Mindset: Basic understanding of SaaS financial metrics (ARR, Churn, Upsell) and experience with contract terminology.
Technical Proficiency: Experience using CRM tools like Salesforce and CS platforms like Gainsight. Proficient in Google Suite.
Communication: Exceptional written and verbal communication skills in English; ability to manage high-volume call, email, and chat correspondence with professional "Executive Presence."
Core Qualities for Success
Accountability: You take personal ownership of the commercial outcomes for the customer pool and don't let small details slip through the cracks.
Collaborative Spirit: You thrive in a "we" environment rather than an "I" environment, understanding that your commercial wins support the team’s overall health goals.
Company Stock Options (Every employee is an owner in the company)
Great Health Benefits (Medical, Dental, Fertility)
Paid Family and Caregiver’s Leave
Employee Assistance Program
Generous Vacation Time (Who doesn’t like time off)
€435 one-time work from home allowance
4 Company Wellness Days a year
Pension, 5% company match
On-going education through LinkedIn Learning, Workday Learning and our Career Growth Portal
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At WP Engine, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. WP Engine is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law.
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