• Process renewals on time, incl. pricing in accordance with contractual requirements. • Identify upsell and cross-sell opportunities within the customer base. • Ensure high levels of customer satisfaction by assisting customers with product usage. • Become intimately familiar with the assigned account base and become the trusted advisor to the customer. • Maintain a working knowledge of competitive product lines. • Develop and present customized presentations to assigned clients. • Work directly with Actimize product management to deliver feedback from clients. • Measure success via tracking of client retention and revenue growth. • Follow the company Code of Ethics at all times. • Communicate in an effective and professional way with customers.

• Mentor and grow teams of Customer Success Managers and Renewal Managers across enterprise and commercial segments. • Own GRR and NRR for the AMS region, delivering improved adoption, renewals, and value realization. • Bring rigor to forecasting, renewals, adoption scoring, and account coverage. • Collaborate with Sales, Renewals, Product, Engineering, Marketing, and Enablement to drive account growth, forecast accuracy, product feedback, and customer adoption programs. • Launch and oversee regional programs aligned with global strategy. Identify portfolio growth opportunities, shape coverage models, and act as a change agent in Wrike’s evolving CS organization.

Role Description We are looking for a strategic, high-energy Onboarding Manager to redefine the first 90 days of our customer journey. Currently, our onboarding process needs a visionary to strip it back and rebuild it for scale, efficiency, and world-class customer experience. Reporting directly to the Director of Customer Success, you will own the most critical phase of the lifecycle: the transition from "Sold" to "Successful." Your mission is to: - Slash Time-to-Value - Boost team morale through better workflows - Build a department that serves as the bedrock for long-term customer retention This role is 100% remote for US-based candidates. Qualifications - A proven track record of managing implementation or onboarding teams in a fast-paced environment (SaaS highly preferred) - Experience leading through change—you’ve successfully navigated a team through a pivot or a process overhaul before - A deep understanding of the "Customer Success" philosophy and how the first 30/60/90 days dictate the lifetime value of a client Requirements - 3+ years in a leadership or management role within Onboarding, Implementation, or Customer Success - Process Optimization Experience: Evidence of a time you reduced onboarding friction or shortened implementation cycles - Stakeholder Management: Ability to navigate difficult conversations with Sales or Product teams to improve the customer experience Benefits - 100% remote work environment - Medical, Dental and Vision insurance within 30 days - 100% employer-paid medical insurance - Equity package - Flexible PTO with 15 days minimum - Generous Parental Leave - FSA and HSA options - 401(k) - Growth & Wellness Stipend - WFH Equipment - Chance to work with the latest technology - A collaborative, high ownership culture - Opportunities for development and career growth Interview Process - Initial Screen (30min) - Wonderlic Assessment - Hiring Manager Interview (45min) - Case Study Presentation (45min) - Career Journey Interview (60min) - Cross-Collaboration Interview (30min) - Direct Report Interview (30min)

Role Description The Customer Success Manager (CSM) is responsible for retaining and growing a portfolio of active customer accounts, providing best-in-class support and customer success management. Reporting to the Manager, Customer Success, you’ll play a pivotal role in ensuring that our customers are achieving maximum value from our solutions, ultimately driving renewals, expansions, and cross-sells. - Support customers in achieving their goals through GoGuardian’s platform. - Act as their trusted advisor and main point of contact throughout the customer journey. - Manage multiple accounts, identifying growth opportunities. - Willing to travel up to 30% of the time. - Measured against ARR targets and responsible for ensuring timely renewals, cross-selling additional products, and expanding accounts. - Strive to provide a delightful experience in every customer interaction. What You’ll Do - Drive Renewals and Account Retention: Ensure a high rate of renewals by managing and nurturing customer relationships, proactively identifying and addressing any challenges, and securing contract renewals before expiration. - Identify and Execute Expansion Opportunities: Recognize opportunities for account growth by upselling and cross-selling GoGuardian’s products. - Guide Customers Through Onboarding and Product Adoption: Lead new customers through implementation and onboarding, ensuring a smooth transition to GoGuardian’s platform. - Monitor and Improve Customer Health: Track customer usage and engagement, leveraging product usage and analytics tools to forecast risks of churn and opportunities for growth. - Act as a Strategic Customer Advocate: Build trusted advisor relationships by understanding customer goals and acting as their advocate within GoGuardian. - Maintain a High-Accuracy Sales Pipeline: Manage your pipeline within Salesforce, maintaining high accuracy in opportunity forecasting and reporting. - Deliver Exceptional Customer Experience: Aim to provide a delightful experience in every interaction by being responsive, knowledgeable, and proactive. - Support Strategic Initiatives and Internal Collaboration: Work closely with New Business Managers to develop and execute Strategic Growth Plans. Qualifications - 3+ years of experience in Customer Success, Account Management, or a client-facing sales role. - Deep understanding of GoGuardian’s full product suite and ability to align solutions to district needs. - Proficient in Salesforce, including managing forecasts and building reports. - Skilled in navigating customer objections and negotiating toward value-based outcomes. - Owns renewal and expansion motions, consistently delivering against ARR targets. - Able to work cross-functionally with channel and sales. - Practice detailed sales data hygiene in Salesforce and other sales tools. - Eager to take initiative in a fast-paced, ever-changing, dynamic environment. - Fueled by the opportunity to truly impact the education landscape. What We Expect - Customer Success & Relationship Management: Own and nurture customer relationships, ensuring that GoGuardian products and services consistently meet and exceed expectations. - Account Strategy and Renewal Management: Collaborate with New Business Managers to develop and execute Strategic Growth Plans for assigned regions. - Expansion, Cross-Sell, and Quota Ownership: Identify and pursue opportunities to upsell and cross-sell additional GoGuardian products. - Internal Collaboration and Customer Advocacy: Coordinate with internal teams to ensure a seamless customer experience. Benefits - Competitive pay, complete health insurance, 401(k) matching, and an employee equity plan. - Flexible time off, paid holidays, paid parental leave, wellness days, and a paid year-end holiday break. - A robust catalog of benefits that support your professional growth and personal well-being. - A varied and challenging role in a global and highly innovative high-growth company. - Supportive, driven colleagues who have your back and share your passion.