About the role
As a Customer Success Manager at WPMaven, you'll be the person our agencies and founders deal with. You'll get them through the first weeks, watch what their businesses actually do, and bring what you learn back to the product.
Responsibilities
- Own a portfolio of agencies and owners from their first week through renewal.
- Develop and execute customer success plans tailored to each customer's goals.
- Conduct regular business reviews to demonstrate value and identify expansion opportunities.
- Serve as the voice of the customer internally, advocating for their needs with product and engineering.
- Proactively identify at-risk accounts and develop intervention strategies.
- Create and deliver training sessions to help customers maximize platform adoption.
- Collaborate with sales on renewals and upsell opportunities.
- Document best practices and contribute to customer success playbooks.
Requirements
Experience
- 3+ years in customer success, account management, or similar customer-facing roles.
- Experience in B2B SaaS, preferably with technical products.
- Track record of driving customer retention and expansion.
Skills
- Excellent written and verbal communication skills.
- Strong relationship-building and stakeholder management abilities.
- Analytical mindset with ability to derive insights from customer data.
- Technical aptitude and ability to learn complex products quickly.
- Project management skills to coordinate across multiple accounts.
- Empathy and genuine desire to help customers succeed.
Nice to have
- Experience working with agencies or first-time founders.
- Experience with AI/ML products.
- Background in web hosting or digital agencies.
- Experience with customer success platforms (Gainsight, ChurnZero, etc.).