Customer experience has become a defining differentiator in the MarTech and web infrastructure landscape, and WP Engine is doubling down on that priority as customer needs grow more complex and mission critical.
WP Engine, a global web enablement company delivering premium products and solutions for websites built on WordPress, has appointed McAlister Southern as senior vice president of customer success. In this role, Southern will lead WP Engine global Customer Success organization, reinforcing the company long standing commitment to delivering consistently high quality customer experiences at scale.
The appointment comes during a period of strong recognition for WP Engine. In 2025, the company earned multiple industry honors for customer service excellence, including Gold and Platinum TITAN Business Awards and a Gold International Business Award. Operational performance metrics reflect that recognition, with WP Engine resolving 90 percent of support issues on first contact and answering 75 percent of incoming chats in under 10 seconds. As enterprise and mid market demand continues to expand, customer satisfaction remains at 96 percent.
By elevating leadership within WP Engine customer success organization, the company aims to further strengthen its ability to support scalable customer acquisition, deepen engagement, and help customers maximize the value of their digital experiences. The move aligns with broader industry trends, where infrastructure providers are expected not only to deliver reliability and performance, but also strategic guidance as websites and digital properties become core business assets.
“Customer success and delivering customer experiences that consistently outperform expectations have always been a defining strength at WP Engine. McAlister’s leadership builds on that foundation at this stage of our growth,” said Heather Brunner, CEO of WP Engine. “Her experience scaling global teams and advising enterprise customers will sharpen how we support organizations as their digital experiences grow more complex and business critical.”
Southern brings more than 15 years of experience leading global customer success and account management organizations across major technology platforms. Her background includes scaling teams while driving approximately six fold revenue growth, with a strong focus on customer value realization, strategic account engagement, and long term partnership development. At WP Engine, she will also play a key role in strengthening agency relationships as agencies continue to serve as critical partners in delivering and managing digital experiences for brands.
“The team already sets a high bar for customer care, security, and innovation,” said Southern. “My focus is on helping customers fully understand and realize the value of what they’ve built on WP Engine, while ensuring their voices directly inform how we continue to evolve our platform and products.”
As businesses increasingly rely on WordPress powered sites to drive revenue, engagement, and brand trust, WP Engine customer success strategy is becoming a central pillar of its growth. With Southern leadership, the company is positioning customer experience not just as a support function, but as a strategic engine that helps customers scale confidently and securely in an evolving digital landscape.
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