Senior Customer Success Manager (CSM3)

Wrike • Remote (Costa Rica - Remote) • 11h ago

Why This Job is Featured on The SaaS Jobs

This Senior Customer Success Manager role stands out as a mature SaaS customer outcomes position, centered on translating business operations into repeatable workflows inside a work management platform. The remit spans a high value commercial portfolio across North America, reflecting a SaaS model where retention and expansion are driven by measurable adoption and operational change rather than reactive support.

For a SaaS career, the work builds durable strengths in value engineering, stakeholder management, and commercial rigor. Owning GRR and NRR outcomes ties day to day activity to the revenue mechanics that define subscription businesses. The emphasis on workshops, discovery, and workflow design also develops product led advisory skills that transfer across SaaS categories, especially where implementation quality and ongoing usage determine renewal health. Exposure to AI efficiency tools and process iteration adds a modern operational layer that is increasingly expected in scaled CS functions.

The role fits a senior operator who prefers structured account planning, data informed prioritisation, and cross functional coordination with Sales, Renewals, Product, and Services. It also suits someone who enjoys codifying learnings into playbooks and influencing how customer success is practiced beyond a single book of business.

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

As a Senior Customer Success Manager (CSM3) at Wrike, you will own and drive the strategic relationship for a high-value portfolio of Commercial accounts across North America. You are not just a point of contact; you are a trusted advisor who understands our customers' unique business operations, helping them map their core workflows directly into Wrike to achieve measurable business value.

In this role, you will navigate complex stakeholder landscapes, lead proactive value realization strategies, and partner closely with Sales and Renewals teams to protect and grow our North American footprint. If you are passionate about customer transformation, workflow optimization, and leveraging cutting-edge technology (including AI efficiency tools) to scale your impact, this is the perfect opportunity for you.

Your Impact

Portfolio Ownership: Manage a diverse and complex book of North American Commercial accounts, serving as their primary advocate and strategic partner.
Drive Value & Workflow Design: Facilitate hands-on workshops and deep discovery sessions to map customer objectives to tailored, AI-powered workflows. You will guide customers from initial activation to full adoption.
Commercial Growth & Retention: Meet and exceed individual Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets by proactively identifying expansion opportunities, mapping customer growth plans, and mitigating churn risks early.
Cross-Functional Collaboration: Partner seamlessly with Sales, Renewals, Product, and Professional Services to coordinate account strategies, resolve blockers, and run structured cross-functional account reviews.
Operational Excellence: You will continuously iterate on processes, develop new workflow playbooks, and share documented learnings across the broader organization.

Your Qualifications

Proven CSM Experience: 5+ years of experience in Customer Success, Account Management, or Management Consulting (SaaS experience highly preferred), with a track record of managing mid-market and/or enterprise-level accounts.
Strategic Discovery & Value Delivery: Proven ability to run structured discovery conversations focused entirely on business outcomes, establishing clear before/after value metrics for customers.
Executive Communication: Strong ability to articulate ROI and present complex value metrics effectively to senior leadership and day-to-day administrators alike.
Commercial Acumen: Strong history of partnering with Sales to build joint account plans, identify upsell opportunities, and guide customers through renewal cycles.
AI & Tech Literacy: Comfort with leveraging AI-driven tools, CRM platforms, and work management software to analyze account health, automate administrative tasks, and optimize daily operations.

Standout Qualities

Vertical Specialization: You have deep domain expertise in one or more core industry verticals (e.g., Marketing, Creative Agencies, PMOs) and can build reusable workflow playbooks for the team.
Change Management Champion: You have experience guiding organizations through large-scale software rollouts and operational change management.
Peer Mentor: You naturally seek opportunities to mentor junior team members, share best practices, and contribute to the collective enablement of the Customer Success organization.

Team Dynamics

You will join a high-performing, collaborative North American Customer Success team that values transparency, continuous learning, and collective growth. We work cross-functionally, sharing insights across Sales, Product, and Support to ensure our customers have a unified experience. As a senior member of this team, you will play a key role in running internal enablement sessions and shaping best practices.

Our Work Style

At Wrike, we believe in proactive ownership, data-driven decisions, and a growth mindset. We leverage Wrike every day to manage our own work, collaborate seamlessly across time zones, and maintain operational transparency. We embrace change, continuously seek feedback, and empower our team members to work smart, innovate, and bring their authentic selves to work every day.