Between the Brackets: Casey Wagner, Customer Success Manager at Webstacks

Welcome! So far, we've introduced seven Webstackers on this series: Between the Brackets.

We're adding another to the list — Say hello to our Customer Success Manager, Casey Wagner!

Currently, she runs our Customer Success department and is doing a magnificent job! Get to know her a little more and learn more about the customer success role.

About Casey

We know you’re from Philly, you love plants and enjoy a good pretzel. Tell us a little more about yourself.

I’m originally from the East Coast, and while I was born in Philly, I grew up in the DC Area. I went to college at James Madison University (Go Dukes!) in the beautiful Shenandoah Valley in Virginia.

I’m an Enneagram type 2 who loves to bake, lift weights and read books. I’m also getting married to my best friend this November!

You were brought on to truly own the Customer Success department. What does your day-to-day look like?

My day-to-day is never the same, so it’s always interesting! I wear a lot of hats as a one-woman team.

My days could include calls with clients, catching up with our Project Managers, drafting contracts, brainstorming and implementing new processes, and so many other things.

It’s never boring, that’s for sure.

How has your transition been from living on the east coast to joining a small agency in sunny San Diego?

It’s been a blast! I will say, I’ve acclimated pretty quickly to the sunny San Diego life. When I went back to the East Coast this summer, I was shocked by the level of humidity.

Living about 20 minutes away from the beach is life-changing. It’s also been very fun to work at the Webstacks office in downtown San Diego.

We get to see the planes landing at the airport from our office which is pretty cool.

Customer Success at Webstacks

What previous experience have you had that has helped you excel in your current role as a Customer Success Manager?

I previously worked at Capterra for 6 years, where I worked with SaaS companies running Pay-Per-Click ads.

During my time there, I learned so much about the SaaS world, digital marketing, and general website best practices.

That experience has helped me so much in my current role. I’m working with similar clients and getting to see the bigger picture across marketing and their entire site.

It’s been super helpful for me as I already had experience within those industries!

Where do you see the Customer Success department in 3 years?

Bigger, and even better than it is today!

As a Customer Success Manager, what do you think is the most important skill to have?

I think one of the most important skills as a Customer Success Manager is relationship building.

You want to make sure that you’re a person the client can come to with any issues they have, and they trust you to offer the best recommendations and solutions to help them. 

Company Culture

Why did you choose Webstacks?

I chose Webstacks because I wanted to switch to the start-up world and still work in marketing but in the world of Client Success. So far, it's been the perfect opportunity!

What are some of your favorite internal Slack channels?

#Eat and #pups are two classics.

Sam wants to know… If you weren’t in your current role, what would your job be in another life?

Oh, this is a good one — I think I'd have a role in the nonprofit or photography world!

What is one question you want to ask the next team member featured on Between the Brackets?

What is your favorite animal and why? 

Editor's note: Webstacks is a full-stack marketing agency founded in 2020 that helps businesses accelerate growth by offering creative, marketing, development, and other services at scale. Webstacks is based in San Diego, California, with 30+ employees across the states. For business inquiries, please email hello@webstacks.com.