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?**:
Wrike is looking for an energetic, passionate, customer orientated and experienced individual to join our team as a Customer Success Manager (CSM). You will be responsible for managing a portfolio of Mid Market customers in North America. In this role you should have experience understanding customers' business strategies and leading them to their desired outcomes. You will have a growth mindset who can provide leadership and measurable recommendations to ensure customers take full advantage of the Wrike platform and they receive maximum value.

**More about Your team**:
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 a growth mindset, mutual support, and creative problem-solving.

**How you'll make an impact**:

- Able to work effectively in English and Spanish
- Build strong customer relationships and act as the Wrike advocate to our customers throughout their Wrike journey
- Create, execute and manage comprehensive engagement and communication strategies that proactively ensure customer ROI and NET MRR growth
- Identify other teams within customer organizations who could gain value from Wrike, and collaborate with sales partners in further showcasing the value of Wrike
- Partner with customers to establish clear business goals, timelines, priorities and metrics of success.
- Work as a respected Coach and Mentor within the Wrike services organization, leveraging your significant customer management and services experience across various customer org types.
- Develop a joint success plan with sales partners for your customers.
- Work with a deployment consultant to understand customer use cases and work processes ensuring they get maximum value from using Wrike to maximize.
- Conduct Executive Business Reviews (EBRs) to assess progress against goals, opportunities for improvement, and impact of Wrike on team productivity
- Monitor your entire book of business and work towards targets, leveraging key account metrics to identify areas of opportunity as well as managing churn avoidance.
- Maintain and leverage our Customer Success Management platform to maintain detailed customer centric actions and communication plans

**You will achieve your best if you have**:

- Experience in a customer facing-role supporting mid 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.
- Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, you show tact and poise under pressure when dealing with difficult interpersonal situations, and possess a high degree of patience
- Willing to dive into technical details of a product to understand it thoroughly

**You will stand out with**:

- Having a problem solver mentality, being a critical thinker and generally curious
- A passion for learning and improving every day, motivated to excel
- Openness to receiving feedback, being coachable
- Being a strong team player
- Possessing a self starter attitude with strong ownership skills, willing to go above and beyond the job description
- Being creative and innovative

**What's next?**:

- Interview with a recruiter
- Hiring Manager interview
- Interview with a CSM
- Cultural fit interview

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**Who Is Wrike and Our Culture**:
We're a team of innovators and creators who solve the complex work problems of today and tomorrow.

**Hybrid work mode**

Wrike promotes a
- ** **hybrid work mode and we meet in the office 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**:
**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**:
**Deliver Business Outcomes**

**Be better than the competition**

**Move fast. Then, move faster**

**Know our customers**

**We win together**

**Have courage