Customer Success Manager
Job Description
Ready to become a Wriker?
Wrike is looking for an energetic, passionate, empathetic and tech-savvy Customer Success Manager to partner with our customers throughout their journey to ensure they maximize the value of their investment. As a business processes strategist and change management advisor, you will be focusing on helping our customers unlock their teams’ potential and raise the bar on productivity and collaboration through Wrike. It’ll be your job to understand your customers’ goals & success metrics, offer tailored advice on best practices, and be the voice of the customer within our organization.
More about Your team
You will be part of the incredible Global Customer Success Team and will work alongside other talented and passionate CSMs in an environment that prizes growth mindset, mutual support, and creative problem-solving.
How You’ll Make an impact
- Able to work effectively in English, and ideally Spanish
- Own the gross and net retention of the accounts in your book of business
- 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.
You will achieve your best if you have
- Experience in a customer facing-role (2+ years) supporting mid 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.
You will stand out with
- 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.
What’s next?
- Interview with a recruiter
- Hiring Manager interview
- Interview with a CSM
- Cultural fit interview
#LI-AT1
The range below reflects the total on-target earnings (including base salary and performance-based bonus potential) for this full-time position and applies to all U.S. locations, excluding benefits and other incentives. The final offer within this range will consider factors such as the role, seniority level, geographic location, and employment contract type. An individual’s work location, unique skills, experience, and relevant educational background will also influence the final offer. For tailored compensation details based on your preferred location, please discuss with your recruiter during the hiring process.
Who Is Wrike and Our Culture
Wrike promotes a hybrid work mode for those that live near an office hub, we meet in the office 2-3 times a week. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together.
Our persona
Our culture and Values
🤩 Customer-Focused
We care about our customers. We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind.
🤝 Collaborative
We work as one and win together, each bringing unique strengths that contribute to diversity of thought for better outcomes. Leveraging our own work management platform, we foster an environment of creative collaboration and shared achievement.
🎨 Creative
We strive to succeed through continuous innovation. It’s our pursuit of novel concepts that helped us create a market category. We continue to cultivate a workplace that fosters creative thinking as a means of transcending conventional boundaries and empowers us to break new ground to deliver extraordinary work management solutions.
💪 Committed
We believe in ownership at all levels of the organization, by owning workflows from start to finish. Each member of our team is an integral part of this commitment, establishing work as a platform for personal growth and transformation, as well as collective success and growth.
