Wrike
Senior Customer Success Manager
Summary
Wrike is a work management platform helping teams collaborate and increase productivity. The Senior Customer Success Manager partners with enterprise customers to maximize value from Wrike, drive ROI, and act as a strategic advisor and voice of the customer. The role focuses on retention, expansion, and guiding customers through best practices and change management.
What you'll do
Create, execute, and manage customer engagement and communication strategies to ensure customer ROI and NET MRR growth.
Understand customer goals, success metrics, use cases, and work processes; advise on best practices to optimize Wrike usage.
Identify additional teams within customer organizations that could benefit from Wrike and support strategic account execution.
Partner with account management to retain revenue and identify upsell opportunities across a book of business.
Build Success Plans and conduct Executive Business Reviews (EBRs) to assess progress, identify improvements, and measure productivity impact.
Run periodic reviews of customer Wrike workspaces to ensure optimal use of platform functionality.
Collaborate with marketing to secure customer references and develop case studies.
Advocate for customers with Product Managers and bring voice-of-customer insights to influence product evolution.
Quarterback accounts by coordinating multiple initiatives and internal Wrike teams engaged with customers.
Requirements
4+ years of experience in a customer-facing role supporting enterprise clients (ideally customer success, account management, or services).
Ability to work effectively in English.
Experience collaborating with marketing, IT, and PMO teams.
Ability to build and maintain strong relationships with diverse stakeholders, including executives.
Knowledge and experience in project management, business process redesign, and change management.
Strong verbal and written communication; ability to present complex ideas clearly.
Business acumen to understand objectives and pain points and measure financial impact.
Public speaking skills and comfort leading C-level conversations.
Willingness to dive into technical product details.
Strong organization, note-taking, time management, and ability to manage multiple concurrent initiatives.
Conditions
Full-time position.
Hybrid work model for team members near office hubs with 2–3 in-office days per week.
Office hubs mentioned: San Diego, Prague, Dublin, Nicosia, Tallinn.
Benefits include Medical, Dental, and Employer-Paid Vision Insurance; Life Insurance; Employer-Paid short- and long-term disability; 401K with employer match; FSA/HSA; Legal Plan; Employee Assistance Program (EAP).
Time off includes 11 paid holidays, 1 floating holiday, 20 days PTO, and 16 hours of volunteer paid time off.
Parental leave: 18 weeks for birth mothers and 4 weeks for non-birth parents.
Employee Resource Community (WERC) groups available.