Manager, Customer Success – North America Enterprise

🔥 23 hours ago

🇺🇸 United States – Remote

💵 $130k - $166k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Wrike

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2006

☁️ SaaS

⚡ Productivity

🏢 Enterprise

💰 $15M Series B on 2015-05

SaaS • Productivity • Enterprise

Wrike is a leading work management platform that streamlines workflows and enhances collaboration for businesses worldwide. Recognized as a Leader in the 2024 Gartner Magic Quadrant for Collaborative Work Management, Wrike offers solutions for diverse teams such as marketing, creative, product, client services, IT, operations, HR, legal, finance, and more. The platform provides a range of features including AI-powered automation, analytics, Gantt charts, Kanban boards, and customizable dashboards to maximize productivity and efficiency. Trusted by over 20,000 organizations globally, Wrike helps teams align strategy with execution, improve visibility, and manage resources efficiently. It supports integration with over 400 popular apps and ensures robust security, making it an ideal choice for enterprise-level implementation as well as for smaller teams looking to enhance their project and workflow management capabilities.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ 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