customer success manager for work management

Wrike; United States; On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

25 days holidays

Cafeteria budget CZK 40k/year

Meal vouchers 4000 CZK/mo

Sick leave compensation

Private healthcare (Canadian Medical)

Pension plan

Mobile tariffs

Life insurance

Annual Lítačka coupon

Job summary

Wrike объявляет поиск руководителя Customer Success в США. Ваша задача — развивать стратегию взаимодействия с enterprise‑клиентами и вести успешную работу на всех стадиях пути клиента.

Вы будете сотрудничать с Sales, Professional Services, IT и PMO, чтобы достигать целей и минимизировать churn. Требуется опыт работы с крупными клиентами, владение проектным управлением и изменениями процессов, а также хорошая коммуникация и умение работать в команде.

Qualifications

• Опыт работы с корпоративными клиентами на уровне руководства.
• Знание управления проектами и изменения бизнес-процессов.
• Опыт взаимодействия с маркетингом, ИТ, Professional Services или PMO.

Responsibilities

• Выстраивайте крепкие отношения с клиентами и выступайте их защитником на протяжении всего пути.
• Совместно с заказчиками устанавливайте цели, сроки и метрики успеха.
• Разрабатывайте стратегии вовлечения для ROI и роста NET MRR.
• Предлагайте экспертизу по управлению работами и решению проблем.
• Сотрудничайте с продажами, сервисами, поддержкой, продуктом и др., формируя бренд Customer Success.
• Ведите учет портфеля клиентов и минимизируйте отток.
• Поддерживайте платформу Customer Success и документируйте планы коммуникаций.

Skills

English fluency

CS management

Enterprise clients

Project management

Business process redesign

Change management

Interpersonal skills

German or French (bonus)

Job description

Описание:

Wrike provides a work management platform that brings teams and organizations together to collaborate, create, and increase productivity. The platform helps simplify work so people can focus on their most purposeful tasks.

Задачи:

Build strong customer relationships and act as the Wrike advocate throughout the customer journey Partner with customers to establish business goals, timelines, priorities, and success metrics, and execute success plans and EBRs Create, execute, and manage engagement and communication strategies to support customer ROI and NET MRR growth Provide expert guidance on work management and address customer challenges Collaborate regularly with Sales, Professional Services, Support, Product, and other teams, and help build the Customer Success brand across the organization Monitor the customer portfolio, work toward targets, use account metrics to identify opportunities, and manage churn avoidance Maintain the Customer Success Management platform and use it to document customer-focused actions and communication plans

Требования:

Full fluency in English At least 5 years of experience in Customer Success Management or a customer-facing role supporting enterprise clients Experience working with Marketing, Professional Services, IT, or PMO teams Ability to build and maintain relationships with diverse clients, including senior leaders Knowledge and hands-on experience in project management, business process redesign, and change management Strong interpersonal skills, empathy, patience, and composure in difficult situations Willingness to explore product technical details thoroughly Будет плюсом: German or French, problem-solving mentality, critical thinking, curiosity, passion for learning and improvement, openness to feedback and coaching, strong team-player attitude, self-starting attitude, strong ownership, willingness to go beyond the job description, creativity, and innovation

Условия:

• 25 Days of holidays
• Cafeteria benefit with an annual budget of 40,000 CZK
• Meal vouchers worth 4000 CZK monthly
• Sick leave compensation
• Private healthcare membership (Canadian Medical)
• Pension plan
• Mobile tariffs
• Life insurance plan
• Annual “Lítačka” transportation coupon reimbursement