Full-Time Customer Success Manager 2

About your team 

You will be part of a North America Customer Success Team and will work alongside other talented and passionate CSMs in an environment that prizes growth mindset, mutual support, and creative problem-solving. We are still early in our journey and are looking for people who get excited about an opportunity to shape 'the playbook' of Customer Success.

Roles and responsibilities 

• 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

 About You 

• Bachelor's degree plus 2-3 years of work experience in a customer-facing role
• Passionate about teaching/instilling knowledge in others/training
• Willing to dive into technical details of a product to understand it thoroughly
• Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way
• Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, shows tact and poise under pressure when dealing with difficult interpersonal situations, high degree of patience
• Excellent organization, project management, and time management skills
• Possess qualities that make a good Wriker:
• Critical thinker, generally curious, problem solver
• Passionate about learning and improving every day, motivated to excel
• Open to feedback, coachable
• Strong team player
• Self-starter with strong ownership skills, willing to go above and beyond the job description
• Creative and innovative