Manager, Customer Success – North America Enterprise

Wrike

Manager of Customer Success at Wrike leading strategic retention initiatives for North America Enterprise clients. Coaching a team and managing high-value account relations.

Posted 7/20/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $130,000 - $166,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in driving net revenue retention and reducing churn through data-driven strategies, while effectively leading and mentoring high-performing Customer Success teams in enterprise environments. Proficient in navigating complex organizational structures and fostering executive relationships to ensure customer satisfaction and retention.

Highest-signal resume keywords

Leadership ExperienceCustomer Success ManagementData AnalysisExecutive CommunicationEnterprise Strategy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Churn Mitigation StrategiesAccount MappingHealth Score AnalysisForecastingChange Management

Soft Skills

CoachingNegotiationProblem SolvingRelationship Building

Tools & Technologies

AI ToolsData Analytics Software

Industry Keywords

Enterprise ClientsFortune 500Customer JourneyHigh-Stakes Escalations

About the role

Key responsibilities & 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.

Requirements

What you’ll need

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.

Benefits

Comp & 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