Senior Customer Success Manager (CSM3)
About the Role:
As a Senior Customer Success Manager (CSM3) at Wrike, you will own and drive the strategic relationship for a high-value portfolio of Commercial accounts across North America. You are not just a point of contact; you are a trusted advisor who understands our customers' unique business operations, helping them map their core workflows directly into Wrike to achieve measurable business value.
In this role, you will navigate complex stakeholder landscapes, lead proactive value realization strategies, and partner closely with Sales and Renewals teams to protect and grow our North American footprint. If you are passionate about customer transformation, workflow optimization, and leveraging cutting-edge technology (including AI efficiency tools) to scale your impact, this is the perfect opportunity for you.
Your Impact:
- Portfolio Ownership: Manage a diverse and complex book of North American Commercial accounts, serving as their primary advocate and strategic partner.
- Drive Value & Workflow Design: Facilitate hands-on workshops and deep discovery sessions to map customer objectives to tailored, AI-powered workflows. You will guide customers from initial activation to full adoption.
- Commercial Growth & Retention: Meet and exceed 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.
- Cross-Functional Collaboration: Partner seamlessly with Sales, Renewals, Product, and Professional Services to coordinate account strategies, resolve blockers, and run structured cross-functional account reviews.
- Operational Excellence: You will continuously iterate on processes, develop new workflow playbooks, and share documented learnings across the broader organization.
Your Qualifications:
- Proven CSM Experience: 5+ years of experience in Customer Success, Account Management, or Management Consulting (SaaS experience highly preferred), with a track record of managing mid-market and/or enterprise-level accounts.
- Strategic Discovery & Value Delivery: Proven ability to run structured discovery conversations focused entirely on business outcomes, establishing clear before/after value metrics for customers.
- Executive Communication: Strong ability to articulate ROI and present complex value metrics effectively to senior leadership and day-to-day administrators alike.
- Commercial Acumen: Strong history of partnering with Sales to build joint account plans, identify upsell opportunities, and guide customers through renewal cycles.
- AI & Tech Literacy: Comfort with leveraging AI-driven tools, CRM platforms, and work management software to analyze account health, automate administrative tasks, and optimize 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.
- Change Management Champion: You have experience guiding organizations through large-scale software rollouts and operational change management.
- 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.
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, 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:
- 18 Company Holidays + Paid Vacation
- Parental Leave: 18 Weeks Maternity / 4 Week Paternity
- 2 Volunteer Days
- Medical, Dental & Vision Insurance (Employees + Dependents)
- Employee Assistance Program (EAP)
- Life Insurance Plan
Your recruitment buddy will be Aziza Talhi, Senior Recruiter.
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Who Is Wrike and Our Culture
We’re a team of innovators and creators who solve the complex work problems of today and tomorrow. Hybrid work modeWrike is our people, not a place. With 1,000+ employees collaborating across nearly every time zone, we support talent through 10 global hubs — Australia, Costa Rica, Cyprus, Czechia, Estonia, France, India, Ireland, Japan, and the United States — offering flexible ways of working that include remote work, hybrid environments, and co-working spaces across many locations. While flexibility looks different across teams and regions, employees located near certain hubs — particularly in Prague (CZ), Nicosia (CY), Bangalore (IN), and Rennes (FR) — are generally expected to collaborate in person around 2–3 days per week, balancing the flexibility of distributed work with opportunities for in-person collaboration and connection.
Our persona
💡 Smart: We love what we do, and we’re great at it because this is our domain. Our combined knowledge in this space is unmatched. 💚 Dedicated: We get up every day focused on helping our customers win. We’re committed to helping our teammates win, too! 🤗 Approachable: We're friendly, easy to get along with, considerate, and helpful.Our culture and Values
🤩 Customer-Focused
We care about our customers. We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind.
🤝 Collaborative
We work as one and win together, 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.
🎨 Creative
We strive to succeed through continuous innovation. 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.
💪 Committed
We believe in ownership at all levels of the organization, 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.
