Wrike is hiring a
Customer Success Director

Summary

Join Wrike as the International Customer Success Director, leading the EMEA+APJ CSM team to drive customer retention and growth. The ideal candidate has experience in leading high-performing teams, a strategic mindset, and strong communication skills.

Requirements

• 5+ years of experience leading CSM teams within a SaaS or technology-focused environment
• A track record of leading high-performing teams towards the successful achievement of challenging renewal targets and customer satisfaction goals
• Proficient understanding and experience with CRM, preferably Salesforce
• Strong communication and negotiation skills, with the ability to engage and influence both internal stakeholders and external clients effectively
• A strategic mindset with a knack for identifying growth opportunities and optimizing renewal processes to enhance customer retention and revenue stability
• A commitment to fostering a collaborative and innovative team culture, encouraging continuous learning, and professional development among team members
• Experience in working in a dynamic, fast-paced environment, adapting quickly to changing priorities and thriving in a remote or distributed team setting
• A passion for customer success, with a deep understanding of customer lifecycle management and the factors that influence customer decisions

Responsibilities

• Direct your team in lockstep with the company strategy, mentoring your team in advanced negotiation tactics and fostering a culture of continuous improvement and professional growth
• Lead the charge in enhancing and refining EMEA + APJ CSM strategies, ensuring every customer interaction maximizes retention, growth and revenue opportunities
• Drive collaboration across departments, working hand in hand with Sales to develop and implement cohesive strategies that resonate with client needs and Wrike's vision
• Champion innovative retention initiatives, leveraging data analytics and customer feedback to refine and optimize the CSM process continually
• Cultivate a deep understanding of customer lifecycle dynamics, employing this insight to preemptively address challenges and capitalize on growth opportunities
• Influence and contribute to global CSM strategies, ensuring the team's successes are integrated into the broader Wrike narrative and objectives

Preferred Qualifications

• Advanced skills in data analysis and customer insights, utilizing metrics and KPIs to drive decision-making and strategy refinement
• Exceptional leadership qualities, with a history of mentoring and developing teams to reach their full potential and deliver outstanding results
• Innovative thinking and a proactive approach to problem-solving, continuously seeking out new methods to enhance customer loyalty and team performance
• Outstanding interpersonal and communication skills, capable of building and maintaining strong relationships with a diverse range of stakeholders, both internal and external
• Fluency in German or French

Benefits

• 25 days of paid vacation
• Pension scheme
• Life Insurance plan
• Health Insurance
• Income Protection
• Parental leave ( 26 weeks paid for birth mothers, 4 weeks for non-birth parents)
• Bike to Work scheme