Customer Success Manager

Job Description

Wrike is seeking a Customer Success Manager to join their North America Customer Success Team in Prague. The Customer Success Manager will play a crucial role in ensuring customers derive maximum value from Wrike's work management platform. This role involves working US timezone hours, from 18:00 to 2:00 AM CEST.Responsibilities:

• Proactively onboard new paying customers, understanding their use cases and work processes.
• Lead training sessions, showcasing Wrike features and answering usage questions.
• Monitor account metrics to identify opportunities and address at-risk accounts.
• Utilize consulting skills to help customers unlock the most value from Wrike.
• Conduct Executive Business Reviews (EBRs) to assess progress and identify improvement areas.
• Run periodic health checks of customer workspaces to ensure optimal functionality usage.
• Partner with the account management team to identify up-sell opportunities and case studies.
• Advocate for customers in meetings with Product Managers, providing customer feedback.

Requirements:

• Bachelor’s degree plus 2-3 years of work experience in a customer-facing role.
• Fluent in English.
• Passionate about teaching and training others.
• Willing to dive into technical details of a product.
• Strong verbal and written communication skills.
• Great people skills and empathy.
• Excellent organization, project management, and time management skills.
• Experience working with marketing, IT, PMO, and Professional Services teams.
• Knowledgeable in project management, business process redesign, and change management.

Wrike offers:

• 25 days of holidays
• Sick leave compensation
• Cafeteria bonuses (Benefit plus)
• Private healthcare membership (Canadian Medical)
• Meal vouchers 220 CZK / working day
• Pension plan
• Mobile tariffs
• “Lítačka” transportation annual coupon reimbursement
• Multisport card
• Parental leave