Senior Customer Success Manager

🕒 May 18

🇺🇸 United States – Remote

💵 $94k - $118k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 46%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Wrike

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2006

💼 Consulting

📣 Marketing

📦 Logistics

💰 $15M Series B on 2015-05

Consulting • Marketing • Logistics

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

• Own, protect, and exponentially grow strategic relationships for a high-value portfolio of Enterprise accounts across North America • Serve as strategic business consultant, trusted advisor, executive liaison, and primary advocate for clients • Guide client executives through complex business transformations using Wrike AI Agents, Wrike Copilot, and visual collaboration tools • Map, optimize, and scale client business workflows • Partner with Sales, Renewals, and Product teams to deliver transformational outcomes and establish Wrike as clients' long-term operating system of record • Proactively manage a diverse and complex book of North American Enterprise accounts • Establish multi-layered relationships with administrators, champions, Centers of Excellence, and executive sponsors • Build scalable Success Plans and measurable transformation roadmaps • Identify expansion opportunities, pitch advanced AI use cases, and build an expansion pipeline with Sales • Meet Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets • Identify customer growth plans and mitigate churn risks • Iterate on processes, develop workflow playbooks, and share documented learnings • Run internal enablement sessions and shape Customer Success best practices

🎯 Requirements

• 5+ years of experience in Customer Success, Account Management, or Business Consulting roles within the SaaS space • Verified track record of managing $100K+ ARR accounts • Proven expertise guiding large-scale organizations through complex software rollouts and operational transformations • Experience mapping and navigating stakeholder management and building internal Centers of Excellence (COEs) • Highly polished communication skills and ability to establish trust, navigate political dynamics, and present quantified business value/ROI to C-suite and VP-level technology leaders • Proven history of partnering with Sales to build joint account plans, identify upsell opportunities, and guide customers through complex buying cycles • Deep understanding of enterprise procurement processes • Ability to frame business and operational value to C-level audiences, translating technical features into cost savings, risk mitigation, and operational efficiency • Ability to run structured, outcome-led Workflow Discoveries and reverse demos • Strong comfort with technology ecosystems; ability to discuss complex system integrations, data analytics, API webhooks, and integration recipes • Strong literacy and hands-on experience embedding practical Generative AI tools into daily operations • Deep domain expertise in one or more core industry verticals is a standout quality • Experience guiding organizations through large-scale software rollouts and operational change management is a standout quality • Recognized project management certification such as PMP, PRINCE2, or Agile/Scrum is a standout quality • Ability to mentor junior team members and contribute to Customer Success enablement is a standout quality • Ability to leverage digital campaigns to target new contacts and opportunities is a standout quality

🏖️ 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