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 monitor key account metrics, identify areas for improvement, and work with customers to unlock the full 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 contribute to product development by providing customer feedback. This role requires strong communication, technical knowledge, and project management skills, along with experience working with diverse teams and clients. Wrike offers a comprehensive benefits package including health insurance, retirement plan, paid time off, parental leave, and a home office stipend.

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

• Comprehensive Health Coverage: Enjoy medical, dental, and employer-paid vision insurance
• Security & Support: Benefit from life insurance and employer-paid short- and long-term disability
• Financial Well-Being: Build your future with our 401(k) plan featuring an employer match along with FSA/HSA benefits
• Generous Parental Leave: Cherish every moment with 18 weeks of leave for birth mothers and 4 weeks for non-birth parents
• Community Connections: Engage with our vibrant Wrike Employee Resource Communities (WERC) to connect, grow, and thrive
• Flexible Time Off: Our flexible time off (FTO) policy empowers you to balance work, personal matters, and well-being on your own schedule
• Home Office Support: Enjoy a $500 Working-from-Home stipend to create a comfortable and productive home office
• Celebration & Service: Enjoy 11 paid holidays and 2 volunteer days to rest, recharge, and give back