Customer Success Manager

We’re one of the most popular commerce platforms on the web, powering millions of stores, including our own at woo.com. In fact, one in five online stores are powered by Woo, including the Burning Man Marketplace, Bjork’s official store, and the New Zealand All Blacks rugby team’s official store. Built on WordPress, Woo empowers anyone, anywhere, to sell anything. We partner with global technology brands such as Stripe, PayPal, Google, TikTok, Pinterest, Klaviyo and others, integrating their services with Woo to provide all the tools businesses need to run and grow their online stores.

As part of the Automattic family, Woo is fully distributed, with no physical offices. The flexibility and autonomy that come with working from home are in our DNA–we provide benefits and resources to support your growth while doing your best work from anywhere in the world. We have a huge footprint, but we’re a small company. That means everyone here has the opportunity to make a visible, profound, and lasting difference while helping the store owners who rely on Woo every day.

About the role:

Our team is looking for exceptional Customer Success Managers to help lead our largest customers to ongoing success in their journey with WooCommerce.

You’ll be part of the innovative, impactful Woo Customer Success team and have a direct impact on Automattic’s revenue and Woo customer retention. It’s all in the name: You’re obsessed with Customers and their Success. The role is a unique combination of e-commerce strategy and tactics and advocating for the adoption of services that help both users and Automattic grow.

You’re well-versed in WordPress, Woo, and account management. You’re always thinking about aligning Automattic to support the customer journey and adding value to every interaction. You can draw upon the internal organization to support your and the customer’s needs. You have experience working with partners, products, engineering, support, and sales. You’re stoked to measure your success by customer retention, expansion, product adoption, and satisfaction.

Responsibilities:

• Persistently and creatively get in contact with Woo stores to form ongoing relationships. Build a network of champions across the customer’s organization – technical, product owner, sponsor, and others.
• Strong understanding of how eCommerce businesses grow from launching to customer acquisition; to optimizing, and to expansion. Understand what are the product features and eCommerce tactics important at each of these phases.
• Be the trusted advisor to customers and align our products and services to support their strategic goals. Support customers throughout their lifecycle from onboarding to incremental growth and store optimization.
• Maintain ongoing relationships with top customers, with ongoing touchpoints and value added to their relationship with Woo.
• Respond to customer inquiries and troubleshoot issues related to WooCommerce functionality.
• Represent Automattic and WooCommerce and build awareness of our products and services in the customer’s organization. Understand Automattic’s products and services and how and when to position them. Proactively identify opportunities to upsell or cross-sell additional services or features.
• Contribute to team revenue objectives through retention and sell/upsell efforts (primary focus on WooPayments and WooEnterprise).
• Build account plans and custom collateral or materials to ensure a successful land and expand strategy.
• Build a comprehensive profile of the customer’s health. Make tailored recommendations for improving their store’s traffic, performance and conversion, and assist in the implementation of these strategies.
• Represent and champion the customer internally. Actively share insights and be the voice of the customer to the rest of the org.

Requirements: 

• Preference for U.S. East Coast or UK-based candidates. Other time zones are also welcome.
• Extensive experience in a Customer Success or Account Management related role, with demonstrable experience in account planning.
• An excellent understanding of WordPress, Woo, and technology systems and how they interoperate across online payments, software development, APIs, and e-commerce.
• Enjoy leading business, sales and technical conversations with external audiences. Very comfortable communicating and presenting to C-level executives.
• Strong analytical skills and the ability to quantify customer value, success, and health.
• Proactive and growth mindset with a focus on problem-solving and customer satisfaction.
• Exceptional executive-level written and verbal communication.
• Helps to have experience using tools such as Salesforce, Outreach.io, Chilipiper, ZoomInfo, and blogs.
• Excitement to join a globally distributed team. Familiarity with distributed work is welcome.

Salary range: $90,000-$130,000 USD – Please note that salary ranges are global, regardless of location, and we pay in local currency.

Read more about our compensation philosophy and benefits.

This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy. To see a full list of benefits by country, consult our Benefits Page. And check out these links to learn more about How We Hire and What We Expect from Ourselves.