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 Wrike
Wrike is looking for an energetic, passionate, tech-savvy, and empathetic Customer Success Manager to drive product adoption and help our customers get the most value out of Wrike. Part product expert, business processes consultant, and change management advisor, as a Customer Success Manager you will be focusing on helping our customers unlock their teams’ potential and raise the bar on execution and collaboration through Wrike. It’ll be your job to understand their goals, make thoughtful recommendations, and be the voice of the customer within our organization.

About your team
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.

Roles and responsibilities
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

About You
Bachelor’s degree plus 2-3 years of work experience in a customer-facing role
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
Possess qualities that make a good Wriker:
Critical thinker, generally curious, problem solver
Passionate 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

Perks of working at Wrike
When you join our team, you join over 1,000 Wrikers all on a journey to do the best work of their lives. The 20,000+ businesses worldwide who chose us as their collaborative work management platform know we lead by example.

Medical, Dental, and Employer-Paid Vision Insurance
Life Insurance, Employer- Paid ST and LT Disability
401K with employer match, FSA/HSA Benefits, and Legal Plan
Employee Assistance Program (EAP)
11 Paid Holidays, 1 Floating Holiday, 20 Days of PTO
16 Hours of Volunteer Paid Time Off
Parental Leave: 18 weeks for birth mothers, 4 weeks for non-birth parents
Get connected with one of our many WERC groups! (Wrike Employee Resource Community)
Your recruitment buddy will be Aziza Talhi, Senior Recruiter.