Senior Customer Success Manager

Wrike is hiring a Senior Customer Success Manager to own and grow strategic relationships across a portfolio of high-value North American Enterprise accounts. The role guides client executives through business transformations and workflow optimization, while partnering with Sales, Renewals, and Product to drive retention and expansion.

Responsibilities:

• Strategic Portfolio Ownership: Proactively manage a highly diverse and complex book of North American Enterprise accounts, serving as their strategic partner, executive liaison, and primary advocate
• Build Stakeholder Relationships: Establish a multi-layered relationship structure - including Centers of Excellence - connecting with administrators, day-to-day champions, and executive-level sponsors (VPs, C-suite)
• Co-Create Success Plans & Workflows: Build scalable and highly digestible Success Plans that capture the client's transformational vision and a measurable roadmap to build it out
• Play Offense: Actively hunt for expansion paths within your portfolio. You will not wait for renewals to talk about growth; instead, you will proactively identify new teams to land, pitch advanced AI use cases, and systematically build a high-velocity expansion pipeline in lockstep with Sales
• Commercial Growth & Retention: Meet 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
• Operational Excellence: You will continuously iterate on processes, develop new workflow playbooks, and share documented learnings across the broader organization

Requirements:

• 5+ years of experience in Customer Success, Account Management, or Business Consulting roles within the SaaS space, with a verified track record of managing $100K+ ARR accounts
• Proven expertise in guiding large-scale organizations through complex software rollouts and operational transformations by mapping and navigating stakeholder management and building internal Centers of Excellence (COEs)
• Highly polished communication skills with a proven capability to establish radical trust, navigate political dynamics, and present quantified business value/ROI to C-suite and VP-level technology leaders
• A proven history of partnering with Sales to build joint account plans, identify upsell opportunities, and guide customers through complex buying cycles
• You possess a deep understanding of enterprise procurement processes and are highly skilled at framing the business and operational value of a product to C-level audiences, translating technical features into hard cost savings, risk mitigation, and operational efficiency
• Ability to run structured, outcome-led Workflow Discoveries and reverse demos to help customers work collaboratively across dispersed organizations and recommend best practices
• Strong comfort with tech ecosystems; ability to discuss complex system integrations, data analytics, and address technical hurdles (such as API webhooks or integration recipes) in lockstep with supporting teams
• Strong literacy and hands-on experience embedding practical Generative AI tools into daily operations
• 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
• You have experience guiding organizations through large-scale software rollouts and operational change management
• You hold a recognized industry certification (e.g. PMP, PRINCE2, or Agile/Scrum) and possess a formal understanding of project management methodologies to easily translate complex client workflows into structured, high-performing configurations
• You naturally seek opportunities to mentor junior team members, share best practices, and contribute to the collective enablement of the Customer Success organization
• You have the ability to leverage digital campaigns to target new contacts and opportunities