Senior Customer Success Manager

The role

You will manage a portfolio of high-value Enterprise accounts across North America as a strategic partner and trusted advisor. You will guide client executives through business transformations, grow the relationship, and meet retention and expansion targets.

What you will do

• Manage a diverse, complex book of North American Enterprise accounts as strategic partner, executive liaison and primary advocate
• Build multi-layered stakeholder relationships, including Centers of Excellence, with administrators, champions and VP/C-suite sponsors
• Co-create scalable Success Plans and measurable roadmaps for client transformation
• Proactively identify expansion paths, land new teams and pitch advanced AI use cases in lockstep with Sales
• Meet individual GRR and NRR targets by mapping growth plans and mitigating churn risks early
• Iterate on processes, develop workflow playbooks and share documented learnings across the organization
• Run structured Workflow Discoveries and reverse demos
• Partner with Sales, Renewals and Product on joint account plans
• Run internal enablement sessions and shape best practices
• Discuss integration and technical hurdles with supporting teams

Required qualifications

• 5+ years in Customer Success, Account Management or Business Consulting in SaaS
• Verified track record managing $100K+ ARR accounts
• Proven expertise guiding large-scale organizations through complex software rollouts and change management
• Executive presence and ability to present quantified business value and ROI to C-suite and VP-level leaders
• Experience partnering with Sales on joint account plans and upsell opportunities
• Understanding of enterprise procurement processes
• Ability to translate technical features into cost savings, risk mitigation and efficiency for C-level audiences
• Strong comfort with tech ecosystems, integrations, data analytics, and API webhooks or integration recipes
• Hands-on experience embedding Generative AI tools into daily operations

Nice to have

• Deep domain expertise in one or more core verticals (e.g., Marketing, Creative Agencies, PMOs)
• Certified Change Management Coach
• Certified Project Manager (PMP, PRINCE2, or Agile/Scrum)
• Experience mentoring junior team members
• Ability to use digital campaigns to target new contacts and opportunities

Benefits

• Flexible Time Off (FTO)
• Company 401(k) Match
• Parental Leave: 18 weeks maternity / 4 weeks paternity
• 2 Volunteer Days
• Health (medical, dental & vision) insurance for employees and dependents
• Disability (STD, LTD) and Life Insurance (2x salary, capped)
• $40 monthly working-from-home allowance
• $500 home office set-up stipend

Before you apply

• Your recruitment buddy is Aziza Talhi, Senior Recruiter
• Final offer depends on role, seniority, geographic location and employment contract type

About the company

Wrike is a work management platform used by teams and organizations to bring all work into one place. It is a distributed team of over 1,000 employees across 10 global hubs.