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Customer Success Manager
Wrike · Dublin, Ireland
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What Wrike asks for
From Wrike's Customer Success Manager ad, checked 3 Nov 2026.
Change management and rollouts
Leading large organizations through software rollouts and operational transformations by building internal centers of excellence and managing complex stakeholder groups.
Commercial growth and retention
Meeting revenue retention targets by identifying expansion paths, mapping customer growth plans, and mitigating churn risks.
C-suite storytelling and ROI
Communicating business value and return on investment to executive leaders, translating technical features into cost savings and operational efficiency.
Project management certification
Holding a recognized industry certification such as PMP, PRINCE2, or Agile/Scrum to translate client workflows into structured configurations.
How the example answers the ad
Three of the four requirements above, each matched to a line in the example.
Change management and rollouts
“Developed a custom internal center of excellence framework that reduced support ticket volume by 40%.”
Creating a center of excellence framework to reduce support volume by 40 percent shows the change management and rollouts skill for operational transformations.
Commercial growth and retention
“Achieved 112% net revenue retention by identifying expansion opportunities in adjacent global business units.”
Reaching 112 percent net revenue retention through expansion in global units shows commercial growth and retention.
C-suite storytelling and ROI
“Presented monthly ROI impact reports to executive stakeholders, securing three multi-year contract renewals.”
Presenting monthly impact reports to executive stakeholders to secure renewals shows C-suite storytelling and ROI.
The whole example as text
Rajesh Kumar · Senior Customer Success Manager
Summary
Senior Customer Success Manager with 6 years of experience managing complex SaaS enterprise portfolios. Oversee $2.5M in annual recurring revenue for global accounts while maintaining 110% net revenue retention. Lead large-scale change management initiatives and technical rollouts for 500+ users across diverse industries. Translate complex workflow data into ROI-focused business reviews for C-suite stakeholders.
Experience
Senior Customer Success Manager · Salesforce
San Francisco, CA · 2024 - Present
- Manage a portfolio of 15 enterprise accounts with a cumulative $2.5M in ARR.
- Achieved 112% net revenue retention by identifying expansion opportunities in adjacent global business units.
- Led a successful multi-departmental rollout for 800+ users, resulting in a 25% increase in platform adoption.
- Developed a custom internal center of excellence framework that reduced support ticket volume by 40%.
- Presented monthly ROI impact reports to executive stakeholders, securing three multi-year contract renewals.
Customer Success Manager · HubSpot
Cambridge, MA · 2022 - 2024
- Maintained an average churn rate of 4% within a $1.8M ARR mid-market portfolio.
- Implemented PMP-certified project management methodologies to streamline client onboarding workflows.
- Identified key growth paths that generated $450k in upsell revenue over a 24-month period.
- Facilitated quarterly business reviews that improved executive satisfaction scores by 30%.
- Coordinated cross-functional teams to resolve complex technical blockers for high-priority enterprise clients.
Account Manager · Zendesk
San Francisco, CA · 2021 - 2022
- Managed a base of 40 active accounts, contributing to $900k in annual recurring revenue.
- Executed a renewal strategy that drove a 95% retention rate during a period of product restructuring.
- Reduced time-to-value for new clients by 20% through standardized training and documentation.
- Collaborated with product teams to relay client feature requests based on workflow analysis.
- Led workshops for client leadership teams to demonstrate operational cost savings using internal data.
Associate Customer Success Manager · Adobe
San Jose, CA · 2020 - 2021
- Supported a senior account team in maintaining service standards for 25 high-touch accounts.
- Analyzed monthly usage data to identify at-risk clients, resulting in proactive mitigation tactics.
- Streamlined meeting preparation processes, saving 10 hours per week for the account management team.
- Documented client-specific technical requirements to improve CRM record accuracy by 50%.
Education
Master of Business Administration · University of California, Berkeley
Berkeley, CA · 2018 - 2020
- Specialized in Operations Management and Digital Transformation strategies.
- Graduated with honors and a 3.9 GPA in financial analysis coursework.
- Completed thesis on software adoption patterns in enterprise environments.
Bachelor of Science in Information Systems · University of Washington
Seattle, WA · 2014 - 2018
- Earned Dean's List recognition for four consecutive academic semesters.
- Led undergraduate capstone project focused on CRM database integration.
- Served as Vice President of the Information Systems Student Association.
Skills
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Frequently asked questions
Is the example from an employee?
No. It is an AI-written example for this ad, made to show how a resume can answer it.
What are the core performance metrics for this role?
The role is measured by individual revenue targets, specifically Gross Revenue Retention and Net Revenue Retention.
Where do I apply?
On the official Wrike posting, through the job link on this page.
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