Senior Customer Success Manager

Overview

Own and grow the strategic relationship for a high-value portfolio of Enterprise accounts across North America, acting as a strategic business consultant and trusted advisor to client executives.

What you'll do

• Proactively manage a highly diverse and complex book of North American Enterprise accounts, serving as their strategic partner, executive liaison, and primary advocate.
• Establish a multi-layered relationship structure, including Centers of Excellence, connecting with administrators, day-to-day champions, and executive-level sponsors (VPs, C-suite).
• Build scalable and highly digestible Success Plans that capture the client's transformational vision and a measurable roadmap to build it out.
• Actively hunt for expansion paths within your portfolio, proactively identifying new teams to land, pitching advanced AI use cases, and building a high-velocity expansion pipeline in lockstep with Sales.
• 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.
• Continuously iterate on processes, develop new workflow playbooks, and share documented learnings across the broader organization.
• Guide client executives through complex business transformations, leveraging Wrike AI Agents, Wrike Copilot, and visual collaboration tools to map, optimize, and scale business workflows.
• Partner deeply with Sales, Renewals, and Product counterparts to deliver on the transformational vision and establish Wrike as the client's long-term operating system of record.

What you'll need

• 5+ years of experience in Customer Success, Account Management, or Business Consulting roles within the SaaS space.
• Verified track record of managing $100K+ ARR accounts.
• Proven expertise guiding large-scale organizations through complex software rollouts and operational transformations, including 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.
• Proven history of partnering with Sales to build joint account plans, identify upsell opportunities, and guide customers through complex buying cycles.
• Deep understanding of enterprise procurement processes and 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.

Nice to have

• Deep domain expertise in one or more core industry verticals (e.g., Marketing, Creative Agencies, PMOs) and ability to build reusable workflow playbooks for the team.
• Experience guiding organizations through large-scale software rollouts and operational change management (Certified Change Management Coach).
• Recognized industry project management certification (e.g. PMP, PRINCE2, or Agile/Scrum).
• Natural inclination to mentor junior team members, share best practices, and contribute to the collective enablement of the Customer Success organization.
• Ability to leverage digital campaigns to target new contacts and opportunities.

Details

• Full-time position applicable to all U.S. locations.
• Hybrid work mode; employees near certain hubs (including Prague, Nicosia, Bangalore, and Rennes) are generally expected to collaborate in person around 2–3 days per week.
• Joins a North American Customer Success team and runs internal enablement sessions as a senior member.