Cinco Coates
About Cinco Coates
Cinco Coates is the Sr. Manager of Technical Customer Success at WP Engine in Austin, Texas, with a background in customer success and account management.
Sr. Manager, Technical Customer Success at WP Engine
Cinco Coates currently serves as the Sr. Manager of Technical Customer Success at WP Engine, based in Austin, Texas Area. In this role, he focuses on managing strategic customer relationships and ensuring technical success for key accounts. His work involves pioneering technical customer success functions for key agency accounts, including some of the most strategic WordPress integrators and the top 5 global holding companies, influencing over $500,000 in monthly recurring revenue (MRR).
Professional Experience at WP Engine
Cinco Coates has a robust tenure at WP Engine, having held multiple roles over the years. From 2013 to 2015, he worked as a Senior Customer Success Manager. Later, he was promoted to Manager, Customer Success, serving for 9 months from 2015 to 2016. He then moved up to Manager, Technical Customer Success from 2016 to 2019, before finally becoming the Sr. Manager of Technical Customer Success. During his time, he has created best practice playbooks and defined processes using Gainsight and Salesforce for effective customer management.
Experience at Rackspace Managed Hosting
Before joining WP Engine, Cinco Coates gained valuable experience at Rackspace Managed Hosting in San Antonio, Texas. He started as a Customer Service Technician II from 2010 to 2011 and later became an Enterprise Senior Account Manager, a position he held from 2011 to 2013. His roles involved managing customer service operations and enterprise account management.
Education at Texas A&M University
Cinco Coates completed his education at Texas A&M University. He studied Agribusiness and Agricultural Business Operations from 2005 to 2009 and earned a degree in Agribusiness. His academic background provided a solid foundation in business operations, which he has effectively applied in his professional career.
Process and Strategy Implementations
Cinco Coates has been instrumental in establishing strategic processes and best practices in his roles. He has defined processes utilizing Gainsight and Salesforce workflows, including Gainsight Success Plans for value realization, Gainsight CTA for risk mitigation, and Salesforce Opportunities for churn forecasting. He has also collaborated with department leaders to establish clear roles and responsibilities for the Strategic Account Team, ensuring that each role contributes effectively to customer success.