customer support
Posted 16 hours agoManager, Customer Success (North America Enterprise)
at Wrike
United StatesHybrid
$100K
Responsibilities
- Drive Retention & Reduce Churn: Own the net revenue retention (NRR), pipeline, and gross revenue retention (GRR) targets for the North America Enterprise segment by building robust, proactive intervention strategies for at-risk accounts.
- Coach Senior Talent: Empower and upscale an experienced team of CSMs, fostering deep expertise in account mapping, executive relationship building, and value realization.
Requirements
- experience leading, scaling, and mentoring high-performing Customer Success or Account Management teams with high spend accounts ($100K+).
- Enterprise Savvy: Deep understanding of enterprise organizational structures, complex procurement processes, and change management methodologies required to drive adoption in Fortune 500 environments.
- Exceptional Communication: Mastery in navigating executive-level conversations, managing complex negotiations, and building relationships with C-suite stakeholders.
- Strategic Problem Solver: Ability to thrive in a fast-paced environment, making high-impact decisions and balancing team management with commercial strategy.
- AI First Mindset: Leveraging AI tools to enhance work internally and externally. Standout Qualities
- experience with Wrike or similar platform ecosystems, understanding how to map business processes to digital solutions.
- Predictive Retention Champion: A proven history of designing frameworks that catch at-risk signals before they translate into red accounts or churn. Team Dynamics
Experience
- Experience: 5+ years of
Benefits
- Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work. Our vision: A world where everyone is free to focus on their most purposeful work, together. About the Role
- Flexible Time Off (FTO)
- Parental Leave: 18 Weeks Maternity / 4 Week Paternity 2 Volunteer Days
- Health (medical, dental & vision) Insurance (EEs + Dependents)
- Disability (STD, LTD) & Life Insurance Plans (2x Salary, Capped)
- Working from Home Allowance ($40 / Monthly)
- $500 Working from Home home office set-up Stipend
- The range below reflects the total on-target earnings (including base salary and performance-based bonus potential) for this full-time position and applies to all U.S. locations, excluding benefits and other incentives.
- For tailored compensation details based on your preferred location, please discuss with your recruiter during the hiring process.
- Total compensation pay range $130,000 — $166,000 USD 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 mode
Contact
- Check out our LinkedIn Life Page , Company culture page , Instagram , Wrike Engineering Team , Medium , Meetup.com , Youtube for a feel for what life is like at Wrike.
Additional details
- Wrike is looking for a strategic, results-driven Manager, Customer Success to lead our high-performing North America Enterprise CSM team.
- In this role, you will lead, coach, and elevate a team of senior Customer Success Managers who manage our most complex, high-value enterprise accounts.
- Your core mission is to protect and grow our North American enterprise revenue footprint by building proactive retention frameworks, reducing churn, and unlocking expansion opportunities.
- As a Manager, Customer Success at Wrike, you aren’t just keeping the wheels turning - you are architecting the playbooks, standardizing enterprise delivery, and acting as a critical escalation point and strategic partner to our largest customers. Your Impact
- Operational Excellence: Use data-driven insights to forecast churn risks, analyze health scores, and optimize portfolio distributions across your team to ensure balanced coverage and maximum impact.
- Cross-Functional Advocacy: Serve as the strategic bridge between your team, Product, Solutions, Sales, and Leadership to ensure a seamless customer journey from pre-sales through implementation and renewal for Enterprise clients.
- Mitigate High-Stakes Escalations: Step into high-value accounts as an executive sponsor, guiding complex commercial and technical resolutions to maintain long-term account health. Your
- Data-Driven DNA: Strong analytical skills with a proven track record of converting usage metrics, health scores, and financial data into actionable churn-mitigation and retention strategies.
- Expertise in Collaborative Work Management (CWM): Prior
- You will report directly to the Director of Customer Success and collaborate closely with regional Sales Directors, Professional Services leads, and Enterprise Account Executives.