WordPress Client Success Manager

Location: Remote (Company is based in Gilbert, AZ)Salary Range: $65,000 - $85,000Skyhook Interactive is one of Arizona's leading boutique website development firms and was named one of the Top 50 "Best Places To Work" by the Phoenix Business Journal. We're looking for a full-time, work-from-home WordPress Client Success Manager to join our growing team.What makes this job greatTeam. You will LOVE your co-workers! Skyhook works hard to recruit & retain team members who are humble, hungry and smart, and to maintain an environment that is positive and fun. This team will bring out the best in you.Variety. You'll be involved in working on dozens of websites each year, giving you remarkable exposure to lots of different businesses and the people who run them.Growth. You will be trained, mentored, and coached, then given opportunities to learn "on the job" by doing work for our amazing customers. Current and past clients include Olympic athletes, A-list influencers, top-tier eCommerce brands, and a long list of local heroes.Flexibility. You'll be able to work from home and keep your own schedule for the most part, while still enjoying structure and regular in-person meetups with the team.Impact. As a member of a small team, you'll have an outsized opportunity to have your voice heard and to impact the trajectory of the company.Purpose. You will have a measurable impact on the organizations and lives of our customers. You will help us make the Internet a better place every single day.What You'll Be DoingDeliver outstanding customer service experiences by managing and triaging client requests from start to finishPerforming simple WordPress maintenance tasks yourself (updates/changes, plugins, and basic hosting tasks) and coordinating with our development team for more complex tasks projectsConducting discovery calls and meetings with clients to identify underlying needs and pain points, scoping opportunities as appropriateServing as primary liaison between clients and internal development team, translating technical concepts into client-friendly language and vice versaIdentifying opportunities for additional services that could help clients reach their goalsBuilding client trust through consistent, quality deliveryAct as Project Manager on larger/more complex engagements, coordinating logistics, managing timelines, containing scope, and ensuring successful deliveryConducting assessments for PageSpeed, ADA Compliance, and Security improvementsCollaborating on account expansion opportunities and client retention strategiesHelping to improve account services team and company-wide processesRequired Skills and ExperienceTechnical FoundationSolid WordPress experience managing WordPress sites in a professional capacityUnderstanding of WordPress best practices for security, performance, maintenance, and content managementBasic HTML/CSS knowledge for simple modifications and troubleshootingUnderstanding of web fundamentals including hosting, domains, SSL certificates, and basic security conceptsAbility to perform WordPress updates, plugin management, and basic maintenance tasks independentlyFamiliarity with common WordPress plugins, themes, and the broader WordPress ecosystemGood judgment about when to handle tasks yourself vs. when to get help from developersCan troubleshoot common WordPress problemsClient Success & Business SkillsExcellent communication skills - Both written and verbal, with ability to explain technical concepts clearly to clients and coordinate effectively with development teamBusiness acumen - A natural ability to identify client opportunities, pain points, and growth potentialAccount management mindset - Always looking for ways to add value and strengthen client relationshipsClient-focused mindset - understanding that excellent project management and execution drives client satisfactionProject coordination abilities - comfortable managing multiple client requests and determining appropriate resource allocationExperience managing multiple client relationships simultaneously while maintaining high service standardsProven track record in client services, customer success, or account management rolesPersonal QualitiesHigh attention to detail and excellent organizational skillsAbility to prioritize multiple tasks and work within deadlines and budgetsPositive energy, enthusiasm, and professional demeanorWork well in a collaborative team environmentAbility to perform under pressure while maintaining quality standardsOpen to feedback, highly self-aware, and accountableA good fit with our culture, and lives by our core values:Think: Smart with an almost academic interest in learning & growingMove: A bias for action and results-oriented approachOwn: Open to feedback, self-aware, and takes ownership of outcomesEngage: Not afraid to get your hands dirty; eager to contributeTools & CollaborationFamiliarity with business operations suites and collaboration tools (Gmail, Slack, Asana)Experience with ticketing systems