Manager, Customer Success (North America Enterprise)

Manager, Customer Success (North America Enterprise) US - Remote Wrike is the most powerful work management platform. Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work. Our vision: A world where everyone is free to focus on their most purposeful work, together. About the Role: 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 Who Is Wrike and Our Culture: We're a team of innovators and creators who solve the complex work problems of today and tomorrow. Hybrid work mode Wrike is our people, not a place. With 1,000+ employees collaborating across nearly every time zone, we support talent through 10 global hubs — Australia, Costa Rica, Cyprus, Czechia, Estonia, France, India, Ireland, Japan, and the United States — offering flexible ways of working that include remote work, hybrid environments, and co-working spaces across many locations. While flexibility looks different across teams and regions, employees located near certain hubs — particularly in Prague (CZ), Nicosia (CY), Bangalore (IN), and Rennes (FR) — are generally expected to collaborate in person around 2–3 days per week, balancing the flexibility of distributed work with opportunities for in-person collaboration and connection. Our persona: Smart: We love what we do, and we're great at it because this is our domain. Our combined knowledge in this space is unmatched. Dedicated: We get up every day focused on helping our customers win. We're committed to helping our teammates win, too! Approachable: We're friendly, easy to get along with, considerate, and helpful. Our culture and Values: Customer-Focused We care about our customers. We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind. Collaborative We work as one and win together, each bringing unique strengths that contribute to diversity of thought for better outcomes. Leveraging our own work management platform, we foster an environment of creative collaboration and shared achievement. Creative We strive to succeed through continuous innovation. It's our pursuit of novel concepts that helped us create a market category. We continue to cultivate a workplace that fosters creative thinking as a means of transcending conventional boundaries and empowers us to break new ground to deliver extraordinary work management solutions. Committed 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. Wrike