Customer Success Manager

Wrike is the most powerful work management platform. Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work.   Our vision:  A world where everyone is free to focus on their most purposeful work, together.   

About the Role:

You will be part of a North America 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. We are still early in our journey and are looking for people who get excited about an opportunity to shape “the playbook” of Customer Success.

Your Impact: 

• 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

Your Qualifications:

•  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.

Standout Qualities: 

• 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

Team Dynamics: 

Your manager will be Lisa Starbuck, Manager of Customer Success. The team has 5 other CSMs you’ll work closely with. We are part of a larger group of about 20 CSMs in the Americas.

Why Join Wrike?

At Wrike, our people drive our success. Join a community of over 900 innovative Wrikers, trusted by 20,000+ businesses worldwide, and experience benefits designed to empower every aspect of your life.

Empowered Living: 

• 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.

Nurturing New Beginnings:

• 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.

Work & Life Enrichment:

• 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.
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