Manager, Customer Success (North America Enterprise)

Wrike • Remote (US - Remote) • 3d ago

Why This Job is Featured on The SaaS Jobs

This Customer Success leadership role sits at a familiar pressure point in enterprise SaaS: protecting and expanding recurring revenue across complex accounts where adoption, stakeholder alignment, and renewal risk are tightly linked. The remit spans retention frameworks, escalation ownership, and cross functional coordination, reflecting how mature SaaS organizations operationalise post sale outcomes beyond relationship management.

From a career standpoint, the role offers concentrated exposure to the mechanics that underpin durable SaaS growth, including health scoring, churn forecasting, and portfolio design. Managing senior CSMs also develops the operating cadence required to run an enterprise segment: standardising playbooks, translating product and services inputs into customer value narratives, and connecting day to day signals to NRR and GRR outcomes. Those are transferable skills across B2B SaaS categories, especially in subscription models with multi stakeholder buyers.

This position is best suited to a leader who prefers structured problem solving over ad hoc heroics, and who is comfortable making decisions with imperfect data while improving the system over time. It will appeal to someone who enjoys coaching experienced practitioners, partnering with Sales and Product without owning those functions, and acting as a steady executive presence when accounts become commercially or technically complex.

The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.

Job Description

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.