Senior Customer Success Manager

About the Role:

You'll own your outcomes, from the strategies you run to the conversations that shape what we build next. As a Senior Customer Success Manager at Wrike, you will own, protect, and exponentially grow the strategic relationship for a high-value portfolio of Enterprise accounts across North America. Wrike has evolved beyond standard project management into a trusted work delivery platform for people and AI, and in this role, you will be the chief architect of that vision for our most strategic clients.

In this role, you are a strategic business consultant and a trusted advisor. You will guide client executives through complex business transformations, leveraging cutting-edge Wrike AI Agents, Wrike Copilot, and visual collaboration tools to map, optimize, and scale business workflows. You will partner deeply with Sales, Renewals, and Product counterparts to deliver on the transformational vision and establish Wrike as the clients' long-term operating system of record.

Your Impact:

• Strategic Portfolio Ownership: Proactively manage a highly diverse and complex book of North American Enterprise accounts, serving as their strategic partner, executive liaison, and primary advocate.
• Build Stakeholder Relationships: Establish a multi-layered relationship structure - including Centers of Excellence - connecting with administrators, day-to-day champions, and executive-level sponsors (VPs, C-suite).
• Co-Create Success Plans & Workflows: Build scalable and highly digestible Success Plans that capture the client's transformational vision and a measurable roadmap to build it out.
• Play Offense: Actively hunt for expansion paths within your portfolio. You will not wait for renewals to talk about growth; instead, you will proactively identify new teams to land, pitch advanced AI use cases, and systematically build a high-velocity expansion pipeline in lockstep with Sales.
• Commercial Growth & Retention: Meet individual Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets by proactively identifying expansion opportunities, mapping customer growth plans, and mitigating churn risks early.
• Operational Excellence: You will continuously iterate on processes, develop new workflow playbooks, and share documented learnings across the broader organization.

Your Qualifications:

• Proven GTM Track Record: 5+ years of experience in Customer Success, Account Management, or Business Consulting roles within the SaaS space, with a verified track record of managing $100K+ ARR accounts.
• Change Management & COE Mastery: Proven expertise in guiding large-scale organizations through complex software rollouts and operational transformations by mapping and navigating stakeholder management and building internal Centers of Excellence (COEs).
• Executive Presence & Storytelling: Highly polished communication skills with a proven capability to establish radical trust, navigate political dynamics, and present quantified business value/ROI to C-suite and VP-level technology leaders.
• Commercial Acumen & C-Suite Framing: A proven history of partnering with Sales to build joint account plans, identify upsell opportunities, and guide customers through complex buying cycles. You possess a deep understanding of enterprise procurement processes and are highly skilled at framing the business and operational value of a product to C-level audiences, translating technical features into hard cost savings, risk mitigation, and operational efficiency.
• Workflow Consulting Expertise: Ability to run structured, outcome-led Workflow Discoveries and reverse demos to help customers work collaboratively across dispersed organizations and recommend best practices.
• Technical & Integration Literacy: Strong comfort with tech ecosystems; ability to discuss complex system integrations, data analytics, and address technical hurdles (such as API webhooks or integration recipes) in lockstep with supporting teams.
• AI-Enabled Capability: Strong literacy and hands-on experience embedding practical Generative AI tools into daily operations.

Standout Qualities:

• Vertical Specialization: You have deep domain expertise in one or more core industry verticals (e.g., Marketing, Creative Agencies, PMOs) and can build reusable workflow playbooks for the team.
• Certified Change Management Coach: You have experience guiding organizations through large-scale software rollouts and operational change management.
• Certified Project Manager: You hold a recognized industry certification (e.g. PMP, PRINCE2, or Agile/Scrum) and possess a formal understanding of project management methodologies to easily translate complex client workflows into structured, high-performing configurations.
• Peer Mentor: You naturally seek opportunities to mentor junior team members, share best practices, and contribute to the collective enablement of the Customer Success organization.
• Utilize Digital Campaign: You have the ability to leverage digital campaigns to target new contacts and opportunities.

Team Dynamics:

You will join a high-performing, collaborative North American Customer Success team that values transparency, continuous learning, and collective growth. We work cross-functionally, sharing insights across Sales, Product, Renewals, and Support to ensure our customers have a unified experience. As a senior member of this team, you will play a key role in running internal enablement sessions and shaping best practices.

Our Work Style:

At Wrike, we believe in proactive ownership, data-driven decisions, and a growth mindset. We leverage Wrike every day to manage our own work, collaborate seamlessly across time zones, and maintain operational transparency. We embrace change, continuously seek feedback, and empower our team members to work smart, innovate, and bring their authentic selves to work every day.

Benefits & Perks:

• 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

Your recruitment buddy will be Aziza Talhi, Senior Recruiter.

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