Senior Customer Success Manager

Job Description

Wrike is seeking a Senior Customer Success Manager to partner with customers, ensuring they maximize the value of their investment. The Customer Success Manager will act as a business process strategist and change management advisor, helping customers unlock their teams’ potential and improve productivity and collaboration through Wrike. They will understand customer goals, offer tailored advice, and advocate for the customer within the organization.Role involves:

• Creating and managing engagement and communication strategies.
• Identifying teams within customer organizations that could benefit from Wrike.
• Understanding customer use cases and optimizing Wrike usage.
• Working with the account management team to retain revenue and identify upsell opportunities.
• Building Success Plans and conducting Executive Business Reviews.
• Partnering with the marketing team to identify references and case studies.
• Advocating for customers in meetings with Wrike Product Managers.
• Overseeing multiple initiatives and coordinating various Wrike teams.

Requirements:

• 4+ years of experience in a customer-facing role supporting enterprise market clients.
• Experience working with marketing, IT, and PMO teams.
• Ability to build and maintain strong relationships with clients, including executives.
• Knowledge and experience in project management, business process redesign, and change management.
• Strong verbal and written communication skills.
• Keen business sense to understand customer objectives and pain points.
• Strong public speaking skills.
• Passion for teaching and instilling knowledge.
• Excellent organization, note-taking, project management, and time management skills.

Wrike offers:

• Medical, Dental, and Vision Insurance.
• Life Insurance, ST and LT Disability.
• 401K with employer match, FSA/HSA Benefits, and Legal Plan.
• Employee Assistance Program (EAP).
• Paid Holidays, Floating Holiday, and PTO.
• Volunteer Paid Time Off.
• Parental Leave.