Manager, Customer Success (North America Enterprise)

About the Role:

You'll own your outcomes, from the strategies you run to the conversations that shape what we build next. 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:

• 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.
• 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 Qualifications:

• Proven Leadership Experience: 5+ years of 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.
• 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.
• 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:

• Expertise in Collaborative Work Management (CWM): Prior 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:

You will report directly to the Director of Customer Success and collaborate closely with regional Sales Directors, Professional Services leads, and Enterprise Account Executives. Your team consists of seasoned, highly collaborative enterprise experts who value autonomy, professional development, and transparent feedback. You will step into a collaborative culture that relies on collective intelligence, mentorship, and celebrating shared wins.

Our Work Style:

At Wrike, we practice what we preach. We leverage our own cutting-edge collaborative work management platform every day to streamline communication, eliminate silos, and drive operational transparency. We look for leaders who embrace asynchronous workflows, value data over assumptions, and continuously seek ways to optimize execution through technology.

Benefits & Perks:

• Flexible Time Off (FTO)
• Company 401(k) Match
• 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

Your recruitment buddy will be Aziza Talhi, Senior Recruiter.

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