Strategic Customer Success Manager - WordPress VIP

Overview

Job Description

Responsibilities

• - Build deep, trusted relationships with executive and technical stakeholders at our largest enterprise customers
• - Serve as a primary point of contact for key customers post-sale alongside Relationship Managers, ensuring their success and long-term retention
• - Drive customer success through proactive strategies that increase adoption of the platform and services
• - Manage a portfolio of $5M+ ARR, driving success through a deep understanding of customers’ business goals
• - Take increased ownership of the renewal process, in partnership with our Relationship Manager team
• - Leverage deep technical and business acumen to guide customers through complex digital transformations
• - Serve as an expert on the WordPress VIP platform, guiding customers on best practices
• - Provide customers with proactive technical guidance and recommendations
• - Act as a trusted advisor by delivering deep product knowledge
• - Act as the voice of the customer internally by gathering and sharing insights from customer experiences
• - Organize and lead workshops, product demonstrations, or webinars
• - Act as a bridge between customers and internal teams, including Product, Professional Services, and Support

Required Skills

• - Proven success managing $5M+ portfolios in enterprise B2B SaaS
• - Strong understanding of WordPress and/or related technologies
• - Experience in digital transformation projects
• - Ability to develop long-term strategic plans for customers
• - Strong background in driving renewals with significant accountability for retaining and expanding business
• - Ability to inspire and mentor other team members
• - A natural communicator and collaborator who works across technical and business teams

Benefits

• - Fully-remote company
• - Open vacation policy
• - Compensation philosophy reflecting potential contribution and impact