Customer Success Manager

Logo of Wrike

Wrike

๐Ÿ“Remote - Costa Rica

Job highlights

Summary

Join the North America Customer Success Team as a Customer Success Manager (CSM) and play a key role in onboarding new customers, leading training sessions, and driving customer success. As a CSM, you will work closely with other talented CSMs to shape the playbook of Customer Success.

Responsibilities

  • Proactively onboard 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 โ€œhealth checksโ€ of customersโ€™ 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

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