Customer Success Manager

2 Days ago • 2-3 Years

Job Summary

Job Description

The Customer Success Manager will be part of the North America Customer Success Team, working with other CSMs in a supportive environment. Responsibilities include onboarding new customers, providing training on Wrike features, monitoring accounts, and conducting Executive Business Reviews to assess progress. This role requires strong communication, project management, and relationship-building skills to help customers succeed with Wrike. The Customer Success Manager will also identify upsell opportunities and advocate for customers' needs. The role involves working with marketing, IT, PMO, and Professional Services teams. This position requires working during US timezone hours, which are from 18:00 to 2:00 AM CEST.
Must have:
  • Bachelor's degree and 2-3 years of customer-facing experience
  • Fluent in English is a must
  • Passion for teaching/instilling knowledge in others/training
  • Strong verbal and written communication skills
Good to have:
  • Critical thinker, generally curious, problem solver
  • Passion about learning and improving every day, motivated to excel
  • Open to feedback, coachable
  • Strong team player
Perks:
  • 25 days of holidays
  • Sick leave compensation
  • Cafeteria bonuses (Benefit plus)
  • Private healthcare membership (Canadian Medical)
  • Meal vouchers 220 CZK / working day
  • Pension plan
  • Mobile tariffs
  • "Lítačka” transportation annual coupon reimbursement
  • Multisport card
  • Parental leave

Job Details

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. 
 

Ready to become a Wriker?

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.You are expected to work during the US timezone hours, which are from 18:00 to 2:00 AM CEST.

More about Your team:

Your manager will be Lisa Starbuck, Manager of Customer Success. The team has 5 other CSMs you’ll work closely with. We are part of a larger group of about 20 CSMs in the Americas.

How You’ll Make an Impact:

  • 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

You will achieve your best if you have:

  • Bachelor’s degree plus 2-3 years of work experience in a customer-facing role
  • Fluent in English is a must
  • Passionate about teaching/instilling knowledge in others/training
  • Willing to dive into technical details of a product to understand it thoroughly
  • Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way
  • Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, shows tact and poise under pressure when dealing with difficult interpersonal situations, high degree of patience
  • Excellent organization, project management, and time management skills
  • Experience working with marketing teams, IT teams, PMO teams, Professional Services (PS).
  • Able to build and maintain strong relationships with a diverse set of clients, including executives.
  • You are knowledgeable, experienced in project management, business process redesign, and change management.

You will stand out with these qualities:

  • Critical thinker, generally curious, problem solver
  • Passion about learning and improving every day, motivated to excel
  • Open to feedback, coachable
  • Strong team player
  • Self-starter with strong ownership skills, willing to go above and beyond the job description
  • Creative and innovative

Perks of working at Wrike

  • 25 days of holidays
  • Sick leave compensation
  • Cafeteria bonuses (Benefit plus)
  • Private healthcare membership (Canadian Medical)
  • Meal vouchers 220 CZK / working day
  • Pension plan
  • Mobile tariffs
  • „Lítačka” transportation annual coupon reimbursement
  • Multisport card 
  • Parental leave

Your recruitment buddy will be Aziza Talhi, Senior Recruiter.

 

#LI-AT1

Who Is Wrike and Our Culture

We’re a team of innovators and creators who solve the complex work problems of today and tomorrow.
 
Hybrid work mode

Wrike promotes a hybrid work mode for those that live near an office hub, we meet in the office 2-3 times a week. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together.

Our persona 

💡  Smart: We love what we do, and we’re great at it because this is our domain. Our combined knowledge in this space is unmatched.
💚  Dedicated: We get up every day focused on helping our customers win. We’re committed to helping our teammates win, too!
🤗  Approachable: We're friendly, easy to get along with, considerate, and helpful. 

Our culture and Values 

🤩 Customer-Focused

We care about our customers. We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind.

🤝 Collaborative

We work as one and win together, each bringing unique strengths that contribute to diversity of thought for better outcomes. Leveraging our own work management platform, we foster an environment of creative collaboration and shared achievement.

🎨 Creative

We strive to succeed through continuous innovation. It’s our pursuit of novel concepts that helped us create a market category. We continue to cultivate a workplace that fosters creative thinking as a means of transcending conventional boundaries and empowers us to break new ground to deliver extraordinary work management solutions. 

💪 Committed

We believe in ownership at all levels of the organization, by owning workflows from start to finish. Each member of our team is an integral part of this commitment, establishing work as a platform for personal growth and transformation, as well as collective success and growth.

 
Check out our LinkedIn Life Page, Company culture page, Instagram, Wrike Engineering TeamMedium, Meetup.com, Youtube for a feel for what life is like at Wrike. 

Check us out on Glassdoor.

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About The Company

Wrike is the most powerful work management platform. Built for teams and organizations looking to collaborate, create and exceed goals every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity and free up people to focus on their most purposeful work. With unmatched flexibility, security and intelligence, Wrike is the only work management solution an organization will ever need in order to scale, optimize and move fast in a competitive world. More than 20,000 happy customers power their future and come together in Wrike, including Estée Lauder, Hootsuite, Nielsen, Ogilvy, Siemens, Tiffany & Co.We are guided by our three core values: Grow, Execute, and Collaborate. These values help us recruit the right talent to join our rapidly expanding team of 900 Wrikers around the globe.

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