Customer Success Manager 2

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.   

About Wrike 

Wrike is looking for an energetic, passionate, tech-savvy, and empathetic Customer Success Manager to drive product adoption and help our customers get the most value out of Wrike. Part product expert, business processes consultant, and change management advisor, as a Customer Success Manager you will be focusing on helping our customers unlock their teams’ potential and raise the bar on execution and collaboration through Wrike. It’ll be your job to understand their goals, make thoughtful recommendations, and be the voice of the customer within our organization.

About your team

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.

Roles and responsibilities

• 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

 

About You

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