Manager, Customer Success (North America Enterprise)

Навыки

• CJM / JTBD
• Customer Success
• Решения на данных
• Лидерство
• Переговоры
• Ответственность за результат
• Retention и отток

О компании и продукте

• Wrike is looking for a strategic, results-driven Manager, Customer Success to lead our high-performing North America Enterprise CSM team. In this role, you will lead, coach, and elevate a team of senior Customer Success Managers who manage our most complex, high-value enterprise accounts. Your core mission is to protect and grow our North American enterprise revenue footprint by building proactive retention frameworks, reducing churn, and unlocking expansion opportunities.
• As a Manager, Customer Success at Wrike, you aren’t just keeping the wheels turning - you are architecting the playbooks, standardizing enterprise delivery, and acting as a critical escalation point and strategic partner to our largest customers.

Задачи

• Drive Retention & Reduce Churn: Own the net revenue retention (NRR), pipeline, and gross revenue retention (GRR) targets for the North America Enterprise segment by building robust, proactive intervention strategies for at-risk accounts
• Coach Senior Talent: Empower and upscale an experienced team of CSMs, fostering deep expertise in account mapping, executive relationship building, and value realization
• Operational Excellence: Use data-driven insights to forecast churn risks, analyze health scores, and optimize portfolio distributions across your team to ensure balanced coverage and maximum impact
• Cross-Functional Advocacy: Serve as the strategic bridge between your team, Product, Solutions, Sales, and Leadership to ensure a seamless customer journey from pre-sales through implementation and renewal for Enterprise clients
• Mitigate High-Stakes Escalations: Step into high-value accounts as an executive sponsor, guiding complex commercial and technical resolutions to maintain long-term account health
• 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

Требования

• Proven Leadership Experience: 5+ years of experience leading, scaling, and mentoring high-performing Customer Success or Account Management teams with high spend accounts ($100K+)
• Enterprise Savvy: Deep understanding of enterprise organizational structures, complex procurement processes, and change management methodologies required to drive adoption in Fortune 500 environments
• Data-Driven DNA: Strong analytical skills with a proven track record of converting usage metrics, health scores, and financial data into actionable churn-mitigation and retention strategies
• Exceptional Communication: Mastery in navigating executive-level conversations, managing complex negotiations, and building relationships with C-suite stakeholders
• Strategic Problem Solver: Ability to thrive in a fast-paced environment, making high-impact decisions and balancing team management with commercial strategy
• AI First Mindset: Leveraging AI tools to enhance work internally and externally
• Standout Qualities
• Expertise in Collaborative Work Management (CWM): Prior experience with Wrike or similar platform ecosystems, understanding how to map business processes to digital solutions
• Predictive Retention Champion: A proven history of designing frameworks that catch at-risk signals before they translate into red accounts or churn
• Team Dynamics
• You will report directly to the Director of Customer Success and collaborate closely with regional Sales Directors, Professional Services leads, and Enterprise Account Executives
• Your team consists of seasoned, highly collaborative enterprise experts who value autonomy, professional development, and transparent feedback
• You will step into a collaborative culture that relies on collective intelligence, mentorship, and celebrating shared wins
• Our Work Style
• At Wrike, we practice what we preach
• We leverage our own cutting-edge collaborative work management platform every day to streamline communication, eliminate silos, and drive operational transparency
• We look for leaders who embrace asynchronous workflows, value data over assumptions, and continuously seek ways to optimize execution through technology
• Benefits & Perks
• Flexible Time Off (FTO)
• Company 401(k) Match
• 2 Volunteer Days
• Health (medical, dental & vision) Insurance (EEs + Dependents)
• Disability (STD, LTD) & Life Insurance Plans (2x Salary, Capped)

Условия

• Parental Leave: 18 Weeks Maternity / 4 Week Paternity
• Working from Home Allowance ($40 / Monthly)

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