Senior Customer Success Manager

📋 Description

• Proficient in working effectively in English

• Develop, implement, and oversee comprehensive engagement and communication strategies that proactively drive customer ROI and NET MRR growth

• Identify additional teams within customer organizations that could benefit from Wrike, and assist the strategic account executive in demonstrating Wrike's value

• Comprehend customer use cases and workflows to offer optimal guidance on maximizing Wrike usage and unlocking its full potential

• Collaborate proactively with our account management team to preserve revenue in your portfolio while identifying upsell possibilities

• Create Success Plans & conduct Executive Business Reviews (EBRs) to evaluate progress against objectives, identify areas for enhancement, and assess the impact of Wrike on team productivity

• Conduct regular reviews of customer Wrike workspaces to ensure optimal functionality use

• Collaborate with our marketing team to identify references and case studies

• Represent customers in discussions with Wrike Product Managers; assist our PMs in shaping product evolution by incorporating the customer perspective

• Oversee your accounts by managing multiple ongoing initiatives and coordinating various Wrike teams as they interact with your customers.

⛳️ Requirements

• A minimum of 4 years of experience in a customer-facing role supporting enterprise market clients, preferably in account management or customer success/services

• Experience collaborating with marketing, IT, and PMO teams

• Ability to establish and nurture strong relationships with a diverse array of clients, including executives

• Knowledgeable and experienced in project management, business process redesign, and change management

🏝️ Benefits

• Medical, Dental, and Employer-Paid Vision Insurance

• Life Insurance, Employer-Paid Short-Term and Long-Term Disability

• 401K with employer match, FSA/HSA Benefits, and Legal Plan

• Employee Assistance Program (EAP)

• 11 Paid Holidays, 1 Floating Holiday, 20 Days of Paid Time Off

• 16 Hours of Volunteer Paid Time Off

• Parental Leave: 18 weeks for birth mothers, 4 weeks for non-birth parents

• Connect with one of our many WERC groups! (Wrike Employee Resource Community)