Customer Success Manager
Posted 2025-08-23
Remote, USA
Full Time
Immediate Start
<div class="content-intro"><div>Wrike is the most powerful work management platform. Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work.</div>
<div> </div>
<div><strong>Our vision: </strong>A world where everyone is free to focus on their most purposeful work, together. </div>
<div> </div></div><h3>Ready to become a Wriker?</h3>
<p>You will be part of a North America Customer Success Team and will work alongside other talented and passionate CSMs in an environment that prizes growth mindset, mutual support, and creative problem-solving. We are still early in our journey and are looking for people who get excited about an opportunity to shape “the playbook” of Customer Success.</p>
<h3>More about Your team:</h3>
<p>Your manager will be Lisa Starbuck, Manager of Customer Success. The team has 5 other CSMs you’ll work closely with. We are part of a larger group of about 20 CSMs in the Americas.</p>
<h3>How You’ll Make an Impact:</h3>
<ul>
<li>Proactively on-board new paying customers; understand their use cases and work processes in order to provide the best guidance on how to set up Wrike</li>
<li>Lead training for teams, showing off Wrike features and functionality and answering usage questions</li>
<li>Monitor your entire book of business and key account metrics to identify areas of opportunity and reach out to at-risk accounts to get them back on track</li>
<li>Use your consulting skills, technical knowledge, and influencing ability to help customers post-onboarding unlock most value from Wrike</li>
<li>Conduct Executive Business Reviews (EBRs) to assess progress against goals, assess opportunities for improvement, assess impact of Wrike on team productivity</li>
<li>Run periodic “health checks” of customers’ Wrike workspace to make sure they are using functionality optimally</li>
<li>Partner with our account management team to identify up-sell opportunities, references, and case studies</li>
<li>Advocate for customers in meetings with Product Managers; helping our PMs shape evolution of the product by bringing in voice of the customer</li>
</ul>
<h3>You will achieve your best if you have:</h3>
<ul>
<li>Bachelor’s degree plus 2-3 years of work experience in a customer-facing role</li>
<li>Fluent in English is a must</li>
<li>Passionate about teaching/instilling knowledge in others/training</li>
<li>Willing to dive into technical details of a product to understand it thoroughly</li>
<li>Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way</li>
<li>Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, shows tact and poise under pressure when dealing with difficult interpersonal situations, high degree of patience</li>
<li>Excellent organization, project management, and time management skills</li>
<li>Experience working with marketing teams, IT teams, PMO teams, Professional Services (PS).</li>
<li>Able to build and maintain strong relationships with a diverse set of clients, including executives.</li>
<li>You are knowledgeable, experienced in project management, business process redesign, and change management.</li>
</ul>
<h3>You will stand out with these qualities:</h3>
<ul>
<li>Critical thinker, generally curious, problem solver</li>
<li>Passion about learning and improving every day, motivated to excel</li>
<li>Open to feedback, coachable</li>
<li>Strong team player</li>
<li>Self-starter with strong ownership skills, willing to go above and beyond the job description</li>
<li>Creative and innovative</li>
</ul>
<h3>Perks of working at Wrike</h3>
<ul>
<li>Paid Time Off programs for Vacation, Holidays, and Volunteering</li>
<li>Medical, Dental, and Vision health insurance plans</li>
<li>Life insurance plan</li>
<li>Paid Parental Leave (18 weeks for mothers giving birth, 4 weeks for other parents)</li>
<li>Employee Assistance Program</li>
</ul>
<p class="p1">Your recruitment buddy will be <a href="https://www.linkedin.com/in/azizatalhi/"><span class="s1">Aziza Talhi</span></a>, Senior Recruiter.</p>
<p class="p1"> </p>
<p class="p1">#LI-AT1</p><div class="content-conclusion"><h3><strong>Who Is Wrike and Our Culture</strong></h3>
<div>We’re a team of innovators and creators who solve the complex work problems of today and tomorrow.</div>
<div> </div>
<div>
<div><strong>Hybrid work mode</strong></div>
<div><br>Wrike promotes a hybrid model for team members near our office hubs in San Diego, Prague, Dublin, Nicosia, and Tallinn, with 2–3 in-office days per week to foster collaboration and teamwork. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together.</div>
</div>
<h4><strong>Our persona </strong></h4>
<div><strong>💡 Smart:</strong> We love what we do, and we’re great at it because this is our domain. Our combined knowledge in this space is unmatched.</div>
<div><strong>💚 Dedicated: </strong>We get up every day focused on helping our customers win. We’re committed to helping our teammates win, too!</div>
<div><strong>🤗 Approachable:</strong> We're friendly, easy to get along with, considerate, and helpful. </div>
<h4><strong>Our culture and Values </strong></h4>
<p><strong>🤩 Customer-Focused</strong></p>
<p><strong>We care about our customers. </strong>We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind.</p>
<p><strong>🤝 Collaborative</strong></p>
<p><strong>We work as one and win together, </strong>each bringing unique strengths that contribute to diversity of thought for better outcomes. Leveraging our own work management platform, we foster an environment of creative collaboration and shared achievement.</p>
<p><strong>🎨 Creative</strong></p>
<p><strong>We strive to succeed through continuous innovation. </strong>It’s our pursuit of novel concepts that helped us create a market category. We continue to cultivate a workplace that fosters creative thinking as a means of transcending conventional boundaries and empowers us to break new ground to deliver extraordinary work management solutions. </p>
<p><strong>💪 Committed</strong></p>
<p><strong>We believe in ownership at all levels of the organization, </strong>by owning workflows from start to finish. Each member of our team is an integral part of this commitment, establishing work as a platform for personal growth and transformation, as well as collective success and growth.</p>
<div> </div>
<div>
<div>Check out our <a href="https://www.linkedin.com/company/wrike/life/3fd588bf-73e8-47be-9b0a-1933d404ea88/" target="_blank">LinkedIn Life Page</a>, <a href="https://www.wrike.com/wrike-company-culture/">Company culture page</a>, <a href="https://www.instagram.com/wriketeam" target="_blank">Instagram</a>, <a href="https://www.wrike.com/wrike-engineering/" target="_blank">Wrike Engineering Team</a>, <a href="https://medium.com/wriketechclub" target="_blank">Medium</a>, <a href="https://www.meetup.com/WrikeTechClub/?_cookie-check=wtgfN9ARYGPSGd3e" target="_blank">Meetup.com</a>, <a href="https://www.youtube.com/c/wriketechclub" target="_blank">Youtube</a> for a feel for what life is like at Wrike. </div>
</div>
<p><a href="https://www.glassdoor.com/Overview/Working-at-Wrike-EI_IE420969.11,16.htm"><img src="https://www.glassdoor.com/pc-app/static/img/partnerCenter/badges/eng_CHECK_US_273x90.png" alt="Check us out on Glassdoor." style="max-width: 100%;"></a></p></div>
<div> </div>
<div><strong>Our vision: </strong>A world where everyone is free to focus on their most purposeful work, together. </div>
<div> </div></div><h3>Ready to become a Wriker?</h3>
<p>You will be part of a North America Customer Success Team and will work alongside other talented and passionate CSMs in an environment that prizes growth mindset, mutual support, and creative problem-solving. We are still early in our journey and are looking for people who get excited about an opportunity to shape “the playbook” of Customer Success.</p>
<h3>More about Your team:</h3>
<p>Your manager will be Lisa Starbuck, Manager of Customer Success. The team has 5 other CSMs you’ll work closely with. We are part of a larger group of about 20 CSMs in the Americas.</p>
<h3>How You’ll Make an Impact:</h3>
<ul>
<li>Proactively on-board new paying customers; understand their use cases and work processes in order to provide the best guidance on how to set up Wrike</li>
<li>Lead training for teams, showing off Wrike features and functionality and answering usage questions</li>
<li>Monitor your entire book of business and key account metrics to identify areas of opportunity and reach out to at-risk accounts to get them back on track</li>
<li>Use your consulting skills, technical knowledge, and influencing ability to help customers post-onboarding unlock most value from Wrike</li>
<li>Conduct Executive Business Reviews (EBRs) to assess progress against goals, assess opportunities for improvement, assess impact of Wrike on team productivity</li>
<li>Run periodic “health checks” of customers’ Wrike workspace to make sure they are using functionality optimally</li>
<li>Partner with our account management team to identify up-sell opportunities, references, and case studies</li>
<li>Advocate for customers in meetings with Product Managers; helping our PMs shape evolution of the product by bringing in voice of the customer</li>
</ul>
<h3>You will achieve your best if you have:</h3>
<ul>
<li>Bachelor’s degree plus 2-3 years of work experience in a customer-facing role</li>
<li>Fluent in English is a must</li>
<li>Passionate about teaching/instilling knowledge in others/training</li>
<li>Willing to dive into technical details of a product to understand it thoroughly</li>
<li>Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way</li>
<li>Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, shows tact and poise under pressure when dealing with difficult interpersonal situations, high degree of patience</li>
<li>Excellent organization, project management, and time management skills</li>
<li>Experience working with marketing teams, IT teams, PMO teams, Professional Services (PS).</li>
<li>Able to build and maintain strong relationships with a diverse set of clients, including executives.</li>
<li>You are knowledgeable, experienced in project management, business process redesign, and change management.</li>
</ul>
<h3>You will stand out with these qualities:</h3>
<ul>
<li>Critical thinker, generally curious, problem solver</li>
<li>Passion about learning and improving every day, motivated to excel</li>
<li>Open to feedback, coachable</li>
<li>Strong team player</li>
<li>Self-starter with strong ownership skills, willing to go above and beyond the job description</li>
<li>Creative and innovative</li>
</ul>
<h3>Perks of working at Wrike</h3>
<ul>
<li>Paid Time Off programs for Vacation, Holidays, and Volunteering</li>
<li>Medical, Dental, and Vision health insurance plans</li>
<li>Life insurance plan</li>
<li>Paid Parental Leave (18 weeks for mothers giving birth, 4 weeks for other parents)</li>
<li>Employee Assistance Program</li>
</ul>
<p class="p1">Your recruitment buddy will be <a href="https://www.linkedin.com/in/azizatalhi/"><span class="s1">Aziza Talhi</span></a>, Senior Recruiter.</p>
<p class="p1"> </p>
<p class="p1">#LI-AT1</p><div class="content-conclusion"><h3><strong>Who Is Wrike and Our Culture</strong></h3>
<div>We’re a team of innovators and creators who solve the complex work problems of today and tomorrow.</div>
<div> </div>
<div>
<div><strong>Hybrid work mode</strong></div>
<div><br>Wrike promotes a hybrid model for team members near our office hubs in San Diego, Prague, Dublin, Nicosia, and Tallinn, with 2–3 in-office days per week to foster collaboration and teamwork. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together.</div>
</div>
<h4><strong>Our persona </strong></h4>
<div><strong>💡 Smart:</strong> We love what we do, and we’re great at it because this is our domain. Our combined knowledge in this space is unmatched.</div>
<div><strong>💚 Dedicated: </strong>We get up every day focused on helping our customers win. We’re committed to helping our teammates win, too!</div>
<div><strong>🤗 Approachable:</strong> We're friendly, easy to get along with, considerate, and helpful. </div>
<h4><strong>Our culture and Values </strong></h4>
<p><strong>🤩 Customer-Focused</strong></p>
<p><strong>We care about our customers. </strong>We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind.</p>
<p><strong>🤝 Collaborative</strong></p>
<p><strong>We work as one and win together, </strong>each bringing unique strengths that contribute to diversity of thought for better outcomes. Leveraging our own work management platform, we foster an environment of creative collaboration and shared achievement.</p>
<p><strong>🎨 Creative</strong></p>
<p><strong>We strive to succeed through continuous innovation. </strong>It’s our pursuit of novel concepts that helped us create a market category. We continue to cultivate a workplace that fosters creative thinking as a means of transcending conventional boundaries and empowers us to break new ground to deliver extraordinary work management solutions. </p>
<p><strong>💪 Committed</strong></p>
<p><strong>We believe in ownership at all levels of the organization, </strong>by owning workflows from start to finish. Each member of our team is an integral part of this commitment, establishing work as a platform for personal growth and transformation, as well as collective success and growth.</p>
<div> </div>
<div>
<div>Check out our <a href="https://www.linkedin.com/company/wrike/life/3fd588bf-73e8-47be-9b0a-1933d404ea88/" target="_blank">LinkedIn Life Page</a>, <a href="https://www.wrike.com/wrike-company-culture/">Company culture page</a>, <a href="https://www.instagram.com/wriketeam" target="_blank">Instagram</a>, <a href="https://www.wrike.com/wrike-engineering/" target="_blank">Wrike Engineering Team</a>, <a href="https://medium.com/wriketechclub" target="_blank">Medium</a>, <a href="https://www.meetup.com/WrikeTechClub/?_cookie-check=wtgfN9ARYGPSGd3e" target="_blank">Meetup.com</a>, <a href="https://www.youtube.com/c/wriketechclub" target="_blank">Youtube</a> for a feel for what life is like at Wrike. </div>
</div>
<p><a href="https://www.glassdoor.com/Overview/Working-at-Wrike-EI_IE420969.11,16.htm"><img src="https://www.glassdoor.com/pc-app/static/img/partnerCenter/badges/eng_CHECK_US_273x90.png" alt="Check us out on Glassdoor." style="max-width: 100%;"></a></p></div>