Customer Success Manager

Wrike is looking for an energetic, passionate, customer orientated and experienced individual to join our team as a Customer Success Manager (CSM). You will be responsible for managing a portfolio of Mid Market customers in Australia and New Zealand. In this role you should have experience understanding customers’ business strategies and leading them to their desired outcomes. You will have a growth mindset who can provide leadership and measurable recommendations to ensure customers take full advantage of the Wrike platform and they receive maximum value.

You will be part of the incredible international globally distributed 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.

• By being able to work effectively and communicate fluently in English.
• Build strong customer relationships and act as the Wrike advocate to our customers throughout their Wrike journey.
• Create, execute, and manage comprehensive engagement and communication strategies that proactively ensure customer ROI and NET MRR growth.
• Identify other teams within customer organisations who could gain value from Wrike, and collaborate with sales partners in further showcasing the value of Wrike.
• Partner with customers to establish clear business goals, timelines, priorities, and metrics of success.
• Serve as the Wrike subject matter expert (SME) in providing guidance and addressing challenges on work management to customers.
• Work as a respected Coach and Mentor within the Wrike services organisation, leveraging your significant customer management and services experience across various customer org types.
• Develop a joint success plan with sales partners for your customers.
• Work with a deployment consultant to understand customer use cases and work processes ensuring they get maximum value from using Wrike to maximise.
• Conduct Executive Business Reviews (EBRs) to assess progress against goals, opportunities for improvement, and impact of Wrike on team productivity.
• Monitor your entire book of business and work towards targets, leveraging key account metrics to identify areas of opportunity as well as managing churn avoidance.
• Maintain and leverage our Customer Success Management platform to maintain detailed customer-centric actions and communication plans.

• 4+ years experience in Customer Success Management or customer-facing role supporting mid-market clients.
• A degree in Business is required.
• Experience working with Marketing teams, Professional Services, IT teams, PMO teams.
• Able to build and maintain strong relationships with a diverse set of clients, including executives.
• Knowledge and hands-on experience in project management, business process redesign, and change management.
• Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, you show tact and poise under pressure when dealing with difficult interpersonal situations, and possess a high degree of patience.
• Willing to dive into technical details of a product to understand it thoroughly.

• Having a problem-solver mentality, being a critical thinker, and generally curious
• If you have additional language skills, such as Korean or Mandarin, that would be considered a plus.
• A passion for learning and improving every day, motivated to excel
• Openness to receiving feedback, being coachable
• Being a strong team player
• Possessing a self-starter attitude with strong ownership skills, willing to go above and beyond the job description
• Being creative and innovative

• Recruiter screening
• Interview with the Hiring Manager
• Final round with Senior Leadership of CS

Your recruitment buddy will be Tripti Sachan, Senior Recruiter

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We believe in ownership at all levels of the organization, by owning workflows from start to finish. Each member of our team is an integral part of this commitment, establishing work as a platform for personal growth and transformation, as well as collective success and growth.