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Senior Customer Success Manager

3 hours, 52 minutes ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Agile Generative AI Scrum
Apply Now
Wrike

Wrike

Wrike is a leading project management tool that provides a versatile work management platform for teams, enhancing collaboration and productivity across industries.

Internet Software & Services
251-1K
Founded 2007
$26M raised
View All Jobs 4

Description

  • Own a complex portfolio of North American Enterprise accounts as strategic partner, executive liaison, and customer advocate.
  • Build multi-level relationships with administrators, champions, Centers of Excellence, and VP- and C-suite sponsors.
  • Create measurable customer success plans and workflow roadmaps aligned with clients’ transformation goals.
  • Identify and pursue expansion opportunities, including new teams, advanced AI use cases, and growth initiatives with Sales.
  • Meet Gross Revenue Retention and Net Revenue Retention targets by driving growth and mitigating churn risks.
  • Guide customers through workflow discoveries, reverse demos, software rollouts, and operational transformations.
  • Partner with Sales, Renewals, Product, Support, and other teams to deliver a unified customer experience.
  • Develop workflow playbooks, improve processes, document learnings, and lead internal enablement sessions.
  • Advise executives on Wrike AI Agents, Wrike Copilot, visual collaboration tools, integrations, and business value.

Requirements

  • 5+ years of experience in Customer Success, Account Management, or Business Consulting within SaaS.
  • Proven experience managing accounts worth $100K+ in annual recurring revenue.
  • Expertise guiding large organizations through software rollouts, stakeholder management, and operational transformations.
  • Ability to establish executive trust, navigate organizational dynamics, and present quantified ROI to VP- and C-suite technology leaders.
  • Experience partnering with Sales on account plans, upsell opportunities, enterprise procurement, and complex buying cycles.
  • Strong workflow consulting skills, including structured workflow discoveries and reverse demonstrations.
  • Technical literacy covering system integrations, data analytics, API webhooks, and integration recipes.
  • Hands-on experience embedding generative AI tools into daily operations.
  • Deep expertise in one or more verticals such as Marketing, Creative Agencies, or PMOs is preferred.
  • Project management or change management certification, mentoring experience, and digital campaign expertise are preferred.

Benefits

  • Total on-target compensation of $94,000–$118,000 USD, including performance-based bonus potential.
  • Flexible time off.
  • Medical, dental, and vision insurance for employees and dependents.
  • 401(k) company match.
  • 18 weeks of maternity leave and 4 weeks of paternity leave.
  • Remote and hybrid work options, including a $40 monthly work-from-home allowance and $500 home-office setup stipend.
  • Short-term, long-term disability, and life insurance coverage.
  • Two volunteer days.

Interested in this position?

Apply directly on the company website

Apply Now

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