Wrike is looking for an energetic, passionate, tech-savvy and customer-oriented Customer Success Manager to help our customers be more successful with our product. You’ll be working with our customer base of knowledge workers to get them on-boarded, answer their questions and help them be more productive with our software throughout the customer lifecycle.

We’re a fast-growing startup and our days are fun and intense. We have a dynamic and diverse customer base who want to be more productive and need your help taking the steps to make it happen. It will be your job to understand their goals, make thoughtful recommendations that solve their problems promptly, and be the voice of the customer within our organization. You will be responsible for a set of customers and held accountable for adoption and usage goals.

On any given day, you’ll be doing one or all of these things:

  • Helping our customers to unlock new levels of value by running periodic Health Checks, EBRs and Q&A sessions
  • Creating Success Plans for the top customers in your Book of Business to demonstrate the value achieved and to set new goals
  • Being the trusted advisor for the customers when it comes to Best Practices of using Wrike
  • Advising customers on Change Management strategies when it comes to adopting Wrike
  • Working closely with your Account Managers to help them grow and expand accounts you are working with
  • Working closely with our Professional Services team to better understand the needs of customers that will be handed over to you after Deployment. Also identifying new opportunities for our Professional Services.
  • Working closely with our Product team to facilitate interviews with our customers and to pass feedback from them to help make Wrike the #1 Work management solution on the market
  • Proactively reaching out to “low-usage” and “usage drop” accounts to get them back on track and using Wrike more often
  • Actively supporting our “1 to Many” initiatives and serving as a resource for customer facing marketing materials

A strong candidate for this role looks like this:

  • Fluent In English. Japanese and other foreign language skills (French, German, Spanish, Italian) are a strong plus
  • Great people skills: genuine, warm, positive, connects well with people, friendly, empathic, shows tact and poise under pressure when dealing with difficult interpersonal situations, high degree of patience
  • Skilled in asking the right questions to connect with the customer, uncover critical issues and produce insights
  • Has an innate ability to see benefits where others see features, and this person can make others see benefits as well.
  • Excellent presentation, organization and project management skills
  • Passionate about enabling people and providing them with a level of insight and knowledge to get value from new technologies
  • Willing to dive into technical details of a product to understand it thoroughly
  • Strong verbal and written communication skills - ability to present complex ideas in an accessible and engaging way
  • Genuinely interested in productivity
  • Has flexibility to shift work hours to late evening when needed
  • Critical thinker, generally curious, problem solver
  • Passionate 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 & Benefits

  • Market leading Base salary + uncapped commission earning potential
  • Free catered lunch every day plus unlimited drinks and snacks
  • Company sponsored events
  • Flexible working conditions and working from home options

Wrike is committed to creating and maintaining a diverse and inclusive space where our employees can thrive. We welcome all persons in to the Wrike family, embracing the diversity of racial and ethnic identity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, family status, disability, gender identity, Veteran status and any other protected status.

 

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