Senior Customer Success Manager

Wrike

2d•Hybrid

About The Position

Wrike is looking for an energetic, passionate, empathetic and tech-savvy Senior Customer Success Manager to partner with our customers throughout their journey to ensure they maximize the value of their investment. As a business processes strategist and change management advisor, you will be focusing on helping our customers unlock their teams’ potential and raise the bar on productivity and collaboration through Wrike. It’ll be your job to understand your customers’ goals & success metrics, offer tailored advice on best practices, and be the voice of the customer within our organization. You will be part of the incredible Global Customer Success Team and will work alongside other talented and passionate CSMs in an environment that prizes growth mindset, mutual support, and creative problem-solving.

Requirements

Experience in a customer facing-role (4+ years) supporting enterprise market clients, ideally in an account management or customer success/services role.
Experience working with marketing teams, IT teams, PMO teams.
Able to build and maintain strong relationships with a diverse set of clients, including executives.
You are knowledgeable, experienced in project management, business process redesign, and change management.
Able to work effectively in English

Nice To Haves

Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way
Keen business sense to discover and understand customer business objectives and pain points to ultimately measure Wrike’s financial impact
Strong public speaking skills: able to lead C-Level conversations around business optimization
Passionate about teaching/instilling knowledge in others
Willing to dive into technical details of a product to understand it thoroughly
Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, shows tact and poise under pressure when dealing with difficult interpersonal situations, high degree of patience
Excellent organization, note taking, project management, and time management skills
Masterful project manager, overseeing and driving several concurrent initiatives within an account and/or across a portfolio of accounts.

Responsibilities

Create, execute and manage comprehensive engagement and communication strategies that proactively ensure customer ROI and NET MRR growth
Identify other teams within customer organisations who could gain value from Wrike, and support the strategic account executive in further showcasing the value of Wrike
Understand customer use cases and work processes to provide the best guidance on how to optimize Wrike usage and unlock the most value
Work proactively with our account management team to retain revenue in your book of business while identifying upsell opportunities
Build Success Plans & conduct Executive Business Reviews (EBRs) to assess progress against goals, determine opportunities for improvement, and measure impact of Wrike on team productivity
Run periodic reviews of customer Wrike workspaces to ensure they are using functionality optimally
Partner with our marketing team to identify references and case studies
Advocate for customers in meetings with Wrike Product Managers; help our PMs shape evolution of the product by bringing in the voice of the customer
Quarterback your accounts by overseeing multiple moving initiatives and coordinating various Wrike teams as they engage with your customers.

Benefits

Medical, Dental, and Employer-Paid Vision Insurance
Life Insurance, Employer- Paid ST and LT Disability
401K with employer match, FSA/HSA Benefits, and Legal Plan
Employee Assistance Program (EAP)
11 Paid Holidays, 1 Floating Holiday, 20 Days of PTO
16 Hours of Volunteer Paid Time Off
Parental Leave: 18 weeks for birth mothers, 4 weeks for non-birth parents
Get connected with one of our many WERC groups! (Wrike Employee Resource Community)

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume