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.

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 WrikeLead training for teams, showing off Wrike features and functionality and answering usage questionsMonitor 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 trackUse your consulting skills, technical knowledge, and influencing ability to help customers post-onboarding unlock most value from WrikeConduct Executive Business Reviews (EBRs) to assess progress against goals, assess opportunities for improvement, assess impact of Wrike on team productivityRun periodic “health checks” of customers’ Wrike workspace to make sure they are using functionality optimallyPartner with our account management team to identify up-sell opportunities, references, and case studiesAdvocate for customers in meetings with Product Managers; helping our PMs shape evolution of the product by bringing in voice of the customerYou will achieve your best if you have:

Bachelor’s degree plus 2-3 years of work experience in a customer-facing roleFluent in English is a mustPassionate about teaching/instilling knowledge in others/trainingWilling to dive into technical details of a product to understand it thoroughlyStrong verbal and written communication skills: able to present complex ideas in an accessible and engaging wayGreat 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 patienceExcellent organization, project management, and time management skillsExperience 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 solverPassion about learning and improving every day, motivated to excelOpen to feedback, coachableStrong team playerSelf-starter with strong ownership skills, willing to go above and beyond the job descriptionCreative and innovativePerks of working at WrikePaid Time Off programs for Vacation, Holidays, and VolunteeringMedical, Dental, and Vision health insurance plansLife insurance planPaid Parental Leave (18 weeks for mothers giving birth, 4 weeks for other parents)Employee Assistance ProgramYour recruitment buddy will be Aziza Talhi, Senior Recruiter.

Who Is Wrike And Our CultureWe’re a team of innovators and creators who solve the complex work problems of today and tomorrow. Hybrid work modeWrike promotes a hybrid model for team members near our office hubs in San Diego, Prague, Dublin, Nicosia, and Tallinn, with 2–3 in-office days per week to foster collaboration and teamwork. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together. Our persona 💡 Smart: We love what we do, and we’re great at it because this is our domain.

Our combined knowledge in this space is unmatched. 💚 Dedicated: We get up every day focused on helping our customers win. We’re committed to helping our teammates win, too!🤗 Approachable: We're friendly, easy to get along with, considerate, and helpful. Our culture and Values 🤩 Customer-FocusedWe 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. 🤝 CollaborativeWe 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. 🎨 CreativeWe 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. 💪 CommittedWe 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. Check out our LinkedIn Life Page, Company culture page, Instagram, Wrike Engineering Team, Medium, Meetup. com, Youtube for a feel for what life is like at Wrike.