Wrike
Customer Success Manager
Job Summary
This role involves onboarding and supporting customers to maximize value from Wrike, a work management platform. The successful candidate will provide training, monitor account health, conduct business reviews, and identify growth opportunities. Strong communication, technical understanding, and relationship-building skills are essential, along with experience in project management and customer-facing roles. The position emphasizes collaboration, continuous learning, and fostering customer success within a creative and innovative culture.
Required Skills
Benefits
Job Description
Ready to become a Wriker?
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.
More about Your team:
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.
How You’ll Make an 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
You will achieve your best if you have:
- Bachelor’s degree plus 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.
You will stand out with these 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
Perks of working at Wrike
- Paid Time Off programs for Vacation, Holidays, and Volunteering
- Medical, Dental, and Vision health insurance plans
- Life insurance plan
- Paid Parental Leave (18 weeks for mothers giving birth, 4 weeks for other parents)
- Employee Assistance Program
Your recruitment buddy will be Aziza Talhi, Senior Recruiter.
#LI-AT1
Who Is Wrike and Our Culture
Wrike promotes a hybrid work mode for those that live near an office hub, we meet in the office 2-3 times a week. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together.
Our persona
Our culture and Values
🤩 Customer-Focused
We care about our customers. We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind.
🤝 Collaborative
We work as one and win together, each bringing unique strengths that contribute to diversity of thought for better outcomes. Leveraging our own work management platform, we foster an environment of creative collaboration and shared achievement.
🎨 Creative
We strive to succeed through continuous innovation. It’s our pursuit of novel concepts that helped us create a market category. We continue to cultivate a workplace that fosters creative thinking as a means of transcending conventional boundaries and empowers us to break new ground to deliver extraordinary work management solutions.
💪 Committed
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.
Wrike
Only Wrike's work management platform gives your team full visibility and control over all your tasks and projects. Project management software has never been more collaborative.
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