Manager, Customer Success (North America Enterprise)

Wrike

3d•$130,000 - $166,000•Hybrid

About The Position

Wrike is seeking a strategic, results-driven Manager, Customer Success to lead its North America Enterprise CSM team. This role involves leading, coaching, and developing senior Customer Success Managers who handle Wrike's most complex and high-value enterprise accounts. The primary objective is to protect and grow the North American enterprise revenue by establishing proactive retention strategies, minimizing churn, and identifying expansion opportunities. The Manager will also be responsible for architecting playbooks, standardizing enterprise delivery, and serving as a key escalation point and strategic partner for major clients.

Requirements

5+ years of experience leading, scaling, and mentoring high-performing Customer Success or Account Management teams managing high-spend accounts ($100K+).
Deep understanding of enterprise organizational structures, complex procurement processes, and change management methodologies for Fortune 500 adoption.
Strong analytical skills with a proven ability to translate usage metrics, health scores, and financial data into actionable retention and churn-mitigation strategies.
Mastery in executive-level communication, complex negotiations, and building relationships with C-suite stakeholders.
Ability to thrive in a fast-paced environment, make high-impact decisions, and balance team management with commercial strategy.
An AI-first mindset, with experience leveraging AI tools to enhance internal and external work.

Nice To Haves

Expertise in Collaborative Work Management (CWM), with prior experience using Wrike or similar platforms.
A proven history of designing frameworks to identify at-risk signals before they lead to churn.

Responsibilities

Drive Net Revenue Retention (NRR), pipeline, and Gross Revenue Retention (GRR) for the North America Enterprise segment through proactive intervention strategies for at-risk accounts.
Empower and develop a team of experienced CSMs, enhancing their expertise in account mapping, executive relationship building, and value realization.
Utilize data-driven insights to forecast churn risks, analyze customer health scores, and optimize portfolio distribution for team efficiency and impact.
Act as a strategic liaison between the CSM team, Product, Solutions, Sales, and Leadership to ensure a seamless customer journey for Enterprise clients.
Serve as an executive sponsor for high-value accounts, managing complex commercial and technical resolutions to maintain long-term account health and mitigate escalations.