Manager, Customer Success - North America Enterprise

About Wrike

Wrike offers a powerful platform designed to simplify work management by uniting teams and tasks in one place. Its mission is to eliminate complexity and boost productivity, enabling people to focus on meaningful work collaboratively.

Role Overview

We are seeking a strategic and outcome-oriented Manager of Customer Success to lead our North America Enterprise Customer Success Management team. This role involves guiding a skilled group of senior CSMs managing complex, high-value enterprise accounts. Your primary responsibilities include safeguarding and expanding the North American enterprise revenue by developing proactive retention plans, decreasing churn, and discovering growth opportunities.

Key Responsibilities

• Drive revenue retention and reduce churn by delivering net revenue retention, pipeline growth, and gross revenue retention targets through early intervention strategies for vulnerable accounts.
• Lead and mentor senior Customer Success Managers to deepen their expertise in account analysis, executive-level relationship building, and realizing customer value.
• Utilize data analytics to predict churn risks, monitor health metrics, and allocate portfolios efficiently among team members to balance efforts and maximize effectiveness.
• Act as a collaborative bridge among Customer Success, Product, Solutions, Sales, and Leadership teams to ensure a smooth customer lifecycle from pre-sales to renewal for enterprise clients.
• Handle critical escalations in high-value accounts by serving as an executive sponsor and facilitating complex commercial and technical issue resolutions to maintain strong account health.

Candidate Qualifications

• Over 5 years managing and growing high-performing Customer Success or Account Management teams handling high-value accounts ($100K+).
• Extensive knowledge of enterprise structures, complex purchasing procedures, and change management needed to boost software adoption within Fortune 500 companies.
• Strong analytical capabilities to transform usage data, health scores, and financial information into strategies preventing churn and enhancing retention.
• Excellent communication skills for executive engagement, intricate negotiation, and fostering C-suite relationships.
• Proven ability to make strategic decisions in fast-paced settings balancing team leadership and commercial goals.
• Experience integrating AI-driven tools to improve internal operations and client engagement.

Preferred Attributes

• Background in Collaborative Work Management platforms like Wrike or equivalents, with insight into aligning business processes to digital solutions.
• Demonstrated success in establishing predictive retention models to identify risky accounts early, preventing churn.

Team Environment

Reporting to the Director of Customer Success, you will collaborate closely with Sales Directors, Professional Services, and Enterprise Account Executives. The team values autonomy, professional growth, honesty, and shared success in a collaborative culture.

Work Style

Wrike embraces its own collaborative work management tools to promote transparent communication, remove silos, and foster asynchronous workflows focused on data-driven execution and continuous tech optimization.

Benefits and Compensation

• Flexible Time Off (FTO)
• Company 401(k) match
• Comprehensive parental leave (18 weeks maternity, 4 weeks paternity)
• Two volunteer days per year
• Health insurance covering medical, dental, and vision for employees and dependents
• Disability coverage (short-term and long-term) and life insurance at double salary up to a cap
• Monthly $40 working-from-home allowance
• $500 stipend for home office setup

Compensation Details

Total direct compensation range for this full-time role in the U.S. falls between $130,000 and $166,000, inclusive of bonuses but exclusive of benefits. The final offer will reflect factors like role specifics, seniority, location, and contract type.

Company Culture and Values

Wrike prides itself on a culture centered around smart, dedicated, and approachable individuals committed to customer success, collaboration, creativity, and ownership. We foster innovation and make decisions with customer value in mind, promoting an environment of shared achievements backed by a global flexible work model.

Work Location

This position is remote with a hybrid work culture available globally, supporting over 1,000 employees across multiple countries and hubs with varying in-person collaboration expectations depending on location.