Senior Customer Success Manager

Wrike is looking for an energetic, passionate, empathetic and tech-savvy Senior 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.

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.

• Able to work effectively in English
• Create, execute and manage comprehensive engagement and communication strategies that proactively ensure customer ROI and NET MRR growth
• Identify other teams within customer organisations who could gain value from Wrike, and support the strategic account executive in further showcasing the value of Wrike
• 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.

• Experience in a customer facing-role (4+ years) supporting enterprise 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.

• 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.
  
• Willingness to travel: Up to 10%  

• Interview with a recruiter 
• Hiring Manager interview 
• Strategic Interview with CSM Director
• Panel Presentation interview

Your recruitment buddy will be Aziza Talhi, Senior Recruiter.

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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.