Scaled Customer Success Manager

Scaled Customer Success Manager

About The Role

Wrike is looking for an energetic, empathetic and analytical Scaled Customer Success Manager to help build and run a programmatic customer journey experience. In this role you will partner with the Wrike Account Management team, CSMs and Customer Education to support our customers throughout their journey and ensure they maximize the value of their investment.

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 cohorts amongst our lower spend customers and to build automatic touchpoints to address retention concerns while also facilitating some 1:1 customer interactions to accelerate future growth.

More about Your Team

You'll be joining a group of skilled and dedicated individuals who work collaboratively to ensure that our customers unlock value from our platform while achieving their goals. We're a cross-functional team that prizes growth mindset, mutual support, and creative problem-solving. We are still early in our digital and scaled journey and are looking for people who get excited about an opportunity to “build and upgrade the car while it’s in motion.”

How we work?

At Wrike, we believe in a customer-centric approach. We leverage data analytics to gain insights into customer behavior, helping us devise strategies that enhance the overall customer journey. Our work environment is dynamic, collaborative, and fosters a strong sense of community and professionalism.

How You’ll make an impact

As a Scaled Customer Success Manager, you will:

• Develop and implement scalable strategies that increase customer satisfaction and loyalty.
• Analyze customer data to identify trends and devise innovative solutions to enhance user experience.
• Facilitate meetings with customers to create their plan for success and help them access the resources available at Wrike
• Collaborate with cross-functional teams to improve the entire customer journey including Community, Customer Education and Marketing
• Provide detailed reports and feedback to the management team on initiatives and results, contributing to the strategic planning of customer touchpoints

You will achieve your best if you have

• Proven experience as a Customer Success Manager, Customer Marketer or similar role in a SaaS company.
• Demonstrated ability to think at scale and handle large customer bases.
• Outstanding interpersonal and communication skills.
• Proficiency in CRM software, Salesloft, and experience with Customer Success Platforms

You will stand out with

• Strong entrepreneurial spirit with the ability to develop innovative and programmatic solutions that scale to a large customer base

• Excellent analytical and problem-solving skills

• Strong Communication skills including the ability to craft messages that inspire customers

• Strong project management skills

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