Customer Success Manager in San Jose, CA

$80K - $100K(Ladders Estimates)

Wrike   •  

San Jose, CA 95101

Industry: Enterprise Technology


5 - 7 years

Posted 55 days ago

Wrike is a collaborative work management platform that unifies systems and transforms the way teams plan, manage, and complete work. The Wrike platform is the digital workplace for the enterprise and partner of choice for 18,000 organizations and 2M+ users worldwide. Our mission is to enable Operational Excellence by bringing out the best in teams and connecting work with business results.

Wrike has been recognized as one of the fastest growing companies in North America on Deloitte's Technology Fast 500™list for the last three years and has been named Leader in the Forrester Wave™ report for Collaborative Work Management Tools for the Enterprise in 2016 and 2018. Our headquarters is in Downtown San Jose, California and we have several international offices, including our EMEA HQ in Dublin, Ireland. Wrike has been named a "Top Workplace" by the Bay Area News Group for the last four years and has earned similar accolades from the San Francisco Business Times and the Silicon Valley Business Journal.

We are guided by our three core values: Grow, Execute, and Collaborate. These values help us recruit the right talent to join our rapidly expanding team of nearly 900 Wrikers around the globe. It is important to us that each and every Wriker is not onlyeager to challenge themselves and knows how to get work done, but is an awesome addition to our company culture. We pride ourselves on our ability to attract, retain, and promote the very best talent.

About the Role

Wrike is looking for an energetic, passionate, empathetic and tech-savvy Customer Success Manager to partner with our customers throughout their journey to ensure they maximize the value of their investment. As a business processes strategist and change management advisor, you will be focusing on helping our customers unlock their teams' potential and raise the bar on productivity and collaboration through Wrike. It'll be your job to understand your customers' goals, offer tailored advice onbest practices, and be the voice of the customer within our organization.

You will be part of the incredible North America Customer Success Team and willwork 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 "build and upgrade the car while it's in motion."

As a Wrike CSM, you will need to:

  • Understand customer use cases and work processes to provide the best guidance on how to optimize Wrike usage and unlock the most value
  • Work proactively with our account management team to retain revenue in your book of business while identifying upsell opportunities
  • Conduct Executive Business Reviews (EBRs) to assess progress against goals, determine opportunities for improvement, and measure impact of Wrike on team productivity
  • Run periodic reviews of customer Wrike workspaces to ensure they are using functionality optimally
  • Partner with our marketing team to identify references and case studies
  • Advocate for customers in meetings with Wrike Product Managers; help our PMs shape evolution of the product by bringing in the voice of the customer
  • Quarterback your accounts by overseeing multiple moving initiatives and coordinating various Wrike teams as they engage with your customers.

About You

  • Bachelor's degree plus 5 - 10 years of work experience in a customer-facing role; MBA or Masters degree in related field preferred
  • Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way
  • Keen business sense to discover and understand customer business objectives and pain points to ultimately measure Wrike's financial impact
  • Strong public speaking skills: able to lead C-Level conversations around business optimization
  • Passionate about teaching/instilling knowledge in others
  • Willing to dive into technical details of a product to understand it thoroughly
  • Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, shows tact and poise under pressure when dealing withdifficult interpersonal situations, high degree of patience
  • Excellent organization, note taking, project management, and time management skills
  • Masterful project manager, overseeing and driving several concurrent initiatives within an account and/or across a portfolio of accounts.
  • Possess qualities that make a good Wriker:
  • Critical thinker, generally curious, problem solver
  • Passionate about learning and improving every day, motivated to excel
  • Open to feedback, coachable
  • Strong team player
  • Self-starter with strong ownership skills, willing to go above and beyond the job description
  • Creative and innovative
  • High degree of Ownership

Valid Through: 2019-10-21