Senior Customer Success Manager

Wrike is hiring a Senior Customer Success Manager to own and grow strategic relationships across a portfolio of high-value North American Enterprise accounts. The role guides client executives through business transformations and workflow optimization, while partnering with Sales, Renewals, and Product to drive retention and expansion.

Responsibilities

• Strategic Portfolio Ownership: Proactively manage a highly diverse and complex book of North American Enterprise accounts, serving as their strategic partner, executive liaison, and primary advocate
• Build Stakeholder Relationships: Establish a multi-layered relationship structure - including Centers of Excellence - connecting with administrators, day-to-day champions, and executive-level sponsors (VPs, C-suite)
• Co-Create Success Plans & Workflows: Build scalable and highly digestible Success Plans that capture the client's transformational vision and a measurable roadmap to build it out
• Play Offense: Actively hunt for expansion paths within your portfolio. You will not wait for renewals to talk about growth; instead, you will proactively identify new teams to land, pitch advanced AI use cases, and systematically build a high-velocity expansion pipeline in lockstep with Sales
• Commercial Growth & Retention: Meet individual Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets by proactively identifying expansion opportunities, mapping customer growth plans, and mitigating churn risks early
• Operational Excellence: You will continuously iterate on processes, develop new workflow playbooks, and share documented learnings across the broader organization

Preferred

• You have deep domain expertise in one or more core industry verticals (e.g., Marketing, Creative Agencies, PMOs) and can build reusable workflow playbooks for the team
• You have experience guiding organizations through large-scale software rollouts and operational change management
• You hold a recognized industry certification (e.g. PMP, PRINCE2, or Agile/Scrum) and possess a formal understanding of project management methodologies to easily translate complex client workflows into structured, high-performing configurations
• You naturally seek opportunities to mentor junior team members, share best practices, and contribute to the collective enablement of the Customer Success organization
• You have the ability to leverage digital campaigns to target new contacts and opportunities
• Industry Domain Expertise
• Workflow Playbook Development
• Software Rollout Management
• Change Management
• PMP Certification
• PRINCE2 Certification
• Agile/Scrum Certification
• Project Management Methodologies
• Client Workflow Analysis
• Workflow Configuration
• Digital Campaigns
• Prospect Targeting
• Mentoring
• Knowledge Sharing
• Team Enablement

Benefits

• Flexible Time Off (FTO)
• Company 401(k) Match
• Parental Leave: 18 Weeks Maternity / 4 Week Paternity
• 2 Volunteer Days
• Health (medical, dental & vision) Insurance (EEs + Dependents)
• Disability (STD, LTD) & Life Insurance Plans (2x Salary, Capped)
• Working from Home Allowance ($40 / Monthly)
• $500 Working from Home home office set-up Stipend
• Flexible ways of working that include remote work, hybrid environments, and co-working spaces across many locations.

Company

• AI-powered enterprise work management platform
• San Diego, California, USA
• http://www.wrike.com/
• Founded in 2006
• 1001-5000 employees

Qualifications

• 5+ years of experience in Customer Success, Account Management, or Business Consulting roles within the SaaS space, with a verified track record of managing $100K+ ARR accounts
• Proven expertise in guiding large-scale organizations through complex software rollouts and operational transformations by mapping and navigating stakeholder management and building internal Centers of Excellence (COEs)
• Highly polished communication skills with a proven capability to establish radical trust, navigate political dynamics, and present quantified business value/ROI to C-suite and VP-level technology leaders
• A proven history of partnering with Sales to build joint account plans, identify upsell opportunities, and guide customers through complex buying cycles
• You possess a deep understanding of enterprise procurement processes and are highly skilled at framing the business and operational value of a product to C-level audiences, translating technical features into hard cost savings, risk mitigation, and operational efficiency
• Ability to run structured, outcome-led Workflow Discoveries and reverse demos to help customers work collaboratively across dispersed organizations and recommend best practices
• Strong comfort with tech ecosystems; ability to discuss complex system integrations, data analytics, and address technical hurdles (such as API webhooks or integration recipes) in lockstep with supporting teams
• Strong literacy and hands-on experience embedding practical Generative AI tools into daily operations
• You have deep domain expertise in one or more core industry verticals (e.g., Marketing, Creative Agencies, PMOs) and can build reusable workflow playbooks for the team
• You have experience guiding organizations through large-scale software rollouts and operational change management
• You hold a recognized industry certification (e.g. PMP, PRINCE2, or Agile/Scrum) and possess a formal understanding of project management methodologies to easily translate complex client workflows into structured, high-performing configurations
• You naturally seek opportunities to mentor junior team members, share best practices, and contribute to the collective enablement of the Customer Success organization
• You have the ability to leverage digital campaigns to target new contacts and opportunities
• 5+ years of experience in Customer Success, Account Management, or Business Consulting roles within the SaaS space, with a verified track record of managing $100K+ ARR accounts.

Required skills

• Customer Success, Account Management, Business Consulting, SaaS, Change Management, Stakeholder Management, Enterprise Procurement, Workflow Consulting, System Integrations, API Webhooks, Data Analytics, Generative AI

Preferred skills

• Project Management Methodologies

Experience

• 5+ years