Remote Customer Success Director

Summary

Join Wrike as the International Customer Success Director and lead the EMEA+APJ CSM team to drive customer success, retention, and growth. You will work closely with departments across Wrike, including Sales and Renewals, to align on goals, share insights, and collaborate on innovative retention strategies.

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
• TLDR: Hit your numbers, help your team grow, collaborate a ton, don’t forget to adapt to the changing world

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