Customer Success Manager

Summary

Join Wrike's North America Customer Success Team as a Customer Success Manager (CSM) and play a key role in onboarding new customers, providing training, and ensuring their success with the Wrike platform. You will lead training sessions, monitor key account metrics, and identify areas for improvement. Leverage your consulting skills and technical knowledge to help customers maximize the value of Wrike. Conduct Executive Business Reviews (EBRs) and perform regular health checks of customer workspaces. Collaborate with the account management team to identify upsell opportunities and advocate for customers with product managers. This role requires a bachelor's degree, 2-3 years of customer-facing experience, strong communication and people skills, and experience working with various teams.

Requirements

• Bachelor’s degree plus 2-3 years of work experience in a customer-facing role
• Fluent in English is a must
• Passionate about teaching/instilling knowledge in others/training
• Willing to dive into technical details of a product to understand it thoroughly
• Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way
• 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, project management, and time management skills
• Experience working with marketing teams, IT teams, PMO teams, Professional Services (PS)
• 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

Responsibilities

• Proactively on-board new paying customers; understand their use cases and work processes in order to provide the best guidance on how to set up Wrike
• Lead training for teams, showing off Wrike features and functionality and answering usage questions
• Monitor your entire book of business and key account metrics to identify areas of opportunity and reach out to at-risk accounts to get them back on track
• Use your consulting skills, technical knowledge, and influencing ability to help customers post-onboarding unlock most value from Wrike
• Conduct Executive Business Reviews (EBRs) to assess progress against goals, assess opportunities for improvement, assess impact of Wrike on team productivity
• Run periodic “health checks” of customers’ Wrike workspace to make sure they are using functionality optimally
• Partner with our account management team to identify up-sell opportunities, references, and case studies
• Advocate for customers in meetings with Product Managers; helping our PMs shape evolution of the product by bringing in voice of the customer

Preferred Qualifications

• Critical thinker, generally curious, problem solver
• Passion about learning and improving every day, motivated to excel
• Open to feedback, coachable
• Strong team player
• Self-starter with strong ownership skills, willing to go above and beyond the job description
• Creative and innovative

Benefits

• Paid Time Off programs for Vacation, Holidays, and Volunteering
• Medical, Dental, and Vision health insurance plans
• Life insurance plan
• Paid Parental Leave (18 weeks for mothers giving birth, 4 weeks for other parents)
• Employee Assistance Program
• Hybrid work mode