NA Enterprise CSM Manager: Retention & Growth

Wrike; United States; Hybrid; USD 130,000 - 166,000; Full time

Benefits offered by this job

Flexible Time Off

401(k) Match

Parental Leave

Volunteer Days

Health Insurance

Disability Insurance

Life Insurance

WFH Allowance

Home Office Stipend

Job summary

Wrike is seeking a strategic Manager, Customer Success to lead the North America Enterprise CSM team. You will coach senior CSMs managing high-value accounts, protect and grow revenue, and build proactive retention strategies to reduce churn and unlock expansions.

You will collaborate across Product, Solutions, Sales, and Leadership, serving as an executive sponsor on complex resolutions to maintain long-term account health.

Qualifications

• Proven leadership of CS/AM teams with high spend accounts ($100K+)
• Deep understanding of enterprise structures and procurement in Fortune 500
• Analytical skills turning usage metrics and health scores into retention strategies
• Executive-level communication and negotiation with C-suite
• Strategic, fast-paced decision-maker balancing team and commercial goals
• AI tools to enhance work processes and outcomes

Responsibilities

• Own and drive NA Enterprise CSM churn, retention, and revenue targets.
• Coach and grow a senior CSM team with account-mapping and executive relationship skills.
• Forecast churn risks using data and health scores; optimize portfolio coverage.
• Partner with Product, Solutions, Sales, and Leadership for seamless enterprise journeys.
• Lead high-stakes escalations as executive sponsor for complex resolutions.

Skills

Leadership

Enterprise awareness

Data-driven

Executive communication

Strategic thinking

AI mindset

Tools

Wrike platform

Job description

Wrike is seeking a strategic Manager, Customer Success to lead the North America Enterprise CSM team. You will coach senior CSMs managing high-value accounts, protect and grow revenue, and build proactive retention strategies to reduce churn and unlock expansions.

You will collaborate across Product, Solutions, Sales, and Leadership, serving as an executive sponsor on complex resolutions to maintain long-term account health.