Customer Success Manager

Proactively on-board new paying customers; understand their use cases and work processes in order to provide the best guidance on how to set up Wrike. Lead training for teams, showing off Wrike features and functionality and answering usage questions. Monitor your entire book of business and key account metrics to identify areas of opportunity and reach out to at-risk accounts to get them back on track. Use your consulting skills, technical knowledge, and influencing ability to help customers post-onboarding unlock most value from Wrike. Conduct Executive Business Reviews (EBRs) to assess progress against goals, assess opportunities for improvement, assess impact of Wrike on team productivity. Run periodic “health checks” of customers’ Wrike workspace to make sure they are using functionality optimally. Partner with our account management team to identify up-sell opportunities, references, and case studies. Advocate for customers in meetings with Product Managers; helping our PMs shape evolution of the product by bringing in voice of the customer.