Customer Success Manager

Summary

Join Wrike's Global Customer Success Team as a Customer Success Manager to help customers maximize their investment in the Wrike platform. You will act as a business processes strategist and change management advisor, focusing on unlocking customer teams' potential and improving productivity and collaboration. Responsibilities include creating and managing engagement strategies, identifying opportunities for Wrike expansion within customer organizations, providing guidance on Wrike optimization, working with the account management team to retain revenue and identify upsell opportunities, building success plans and conducting executive business reviews, and partnering with marketing to identify references and case studies. You will advocate for customers with Wrike Product Managers and quarterback accounts by coordinating various Wrike teams. The ideal candidate has 4+ years of experience in a customer-facing role supporting enterprise clients, experience working with marketing, IT, and PMO teams, and expertise in project management, business process redesign, and change management. Excellent communication, organizational, and people skills are essential.

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

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

Preferred Qualifications

• 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

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