WordPress Client Success Manager

Company Description

Skyhook 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 Word Press Client Success Manager to join our growing team.

Location : Remote (Company is based in Gilbert, AZ)

Salary Range : $65,000 - $85,000

Team. 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.

• Deliver outstanding customer service experiences by managing and triaging client requests from start to finish
• Performing simple Word Press maintenance tasks yourself (updates / changes, plugins, and basic hosting tasks) and coordinating with our development team for more complex tasks projects
• Conducting discovery calls and meetings with clients to identify underlying needs and pain points, scoping opportunities as appropriate
• Serving as primary liaison between clients and internal development team, translating technical concepts into client-friendly language and vice versa
• Identifying opportunities for additional services that could help clients reach their goals
• Building client trust through consistent, quality delivery
• Act as Project Manager on larger / more complex engagements, coordinating logistics, managing timelines, containing scope, and ensuring successful delivery
• Conducting assessments for Page Speed, ADA Compliance, and Security improvements
• Collaborating on account expansion opportunities and client retention strategies
• Helping to improve account services team and company-wide processes

• Solid Word Press experience managing Word Press sites in a professional capacity
• Understanding of Word Press best practices for security, performance, maintenance, and content management
• Basic HTML / CSS knowledge for simple modifications and troubleshooting
• Understanding of web fundamentals including hosting, domains, SSL certificates, and basic security concepts
• Ability to perform Word Press updates, plugin management, and basic maintenance tasks independently
• Familiarity with common Word Press plugins, themes, and the broader Word Press ecosystem
• Good judgment about when to handle tasks yourself vs. when to get help from developers
• Can troubleshoot common Word Press problems

• Excellent communication skills - Both written and verbal, with ability to explain technical concepts clearly to clients and coordinate effectively with development team
• Business acumen - A natural ability to identify client opportunities, pain points, and growth potential
• Account management mindset - Always looking for ways to add value and strengthen client relationships
• Client-focused mindset - understanding that excellent project management and execution drives client satisfaction
• Project coordination abilities - comfortable managing multiple client requests and determining appropriate resource allocation
• Experience managing multiple client relationships simultaneously while maintaining high service standards
• Proven track record in client services, customer success, or account management roles

• High attention to detail and excellent organizational skills
• Ability to prioritize multiple tasks and work within deadlines and budgets
• Positive energy, enthusiasm, and professional demeanor
• Work well in a collaborative team environment
• Ability to perform under pressure while maintaining quality standards
• Open to feedback, highly self-aware, and accountable
• A good fit with our culture, and lives by our core values :

Think:
Smart with an almost academic interest in learning & growing

• Move: A bias for action and results-oriented approach
• Own:
  Open to feedback, self-aware, and takes ownership of outcomes
• Engage:
  Not afraid to get your hands dirty; eager to contribute

• Familiarity with business operations suites and collaboration…