Junior Customer Success Manager

WP Engine

***Applicants should be available and willing to work on site and/or from home depending on business needs.***

Position overview

The Junior CSM is a dynamic, execution-focused role designed to support a high-volume customer segment. Unlike traditional CSM roles with a dedicated book of business, you will work as an integral part of a collaborative 'Success Squad' consisting of CSMs and other specialists. Your primary mission is to own the commercial lifecycle - including positive face to face(virtual)  partnership building activities, risk management, renewals, contract management, and expansion identification - for a large set of customers, ensuring no revenue opportunity or retention risk is overlooked. An ideal candidate will exhibit high-energy, and be a detail-oriented individual who understands and/or eager to learn the commercial side of the tech industry and has a proven track record with personal face to face This is a foundational role with clear growth opportunities into a dedicated Customer Success Role.

Key responsibilities

• Commercial Execution & Retention

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: As a team work to 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

CSM Partnership: Work daily with a team of CSMs to provide a unified experience. The CSM team will focus 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.

Requirements:

• Meeting or exceeding all metrics in your current role for the last 3 months.

• Minimum of 95% Attendance.

• Minimum of 6 months as a TELUS Digital employee.

• Minimum of 6 months in the current position and current account/ department

• No active disciplinary processes. 

• Schedule flexibility.

• Previous experience as Teacher or Trainer - Desired.

Core competencies:

• Giving support

• focusing on customers

• embracing technology

• managing self-development

Functional competencies

• 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.

• Agility: You are comfortable pivoting between dozens of different customer interactions in a single day without losing focus or quality.

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.'

If you have questions or comments about this open position write to:

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.