Remote Customer Success Manager 2

Logo of Wrike

Wrike

💵 $64k-$90k
📍Remote - United States

Job highlights

Summary

Join Wrike's North America Customer Success Team as a Customer Success Manager to drive product adoption, help customers get the most value out of Wrike, and unlock their teams' potential. As a CSM, you will be part of a dynamic team that prizes growth mindset, mutual support, and creative problem-solving.

Requirements

  • Bachelor’s degree plus 2-3 years of work experience in a customer-facing role
  • 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

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

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

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