Customer Success Manager

Summary

Join Wrike as a Scaled Customer Success Manager EMEA and play a critical role in maximizing customer value from our platform. As a key member of the Self Service team, you will work with a diverse customer base, driving product adoption and satisfaction. You will handle a high volume of accounts using a scalable approach, focusing on digital engagement strategies. Responsibilities include implementing digital plays, driving product adoption, engaging with customers through digital channels, identifying growth opportunities, and monitoring customer health. Success requires experience in a similar customer-facing role within SaaS, strong communication skills, and a customer-centric mindset.

Requirements

• Ability to communicate written and orally in English, French and/or Spanish
• 2+ Years of Experience: Proven experience in a Scale Customer Success, Account Management, or similar customer-facing role, preferably within the SaaS industry
• Customer-Centric Mindset: A strong focus on understanding customer needs and delivering value to help them achieve their goals
• Discipline and Organization: Exceptional organizational skills with the ability to manage large volumes of activities efficiently, ensuring that both quality and quantity of engagement are maintained
• Curiosity and Learning: A high degree of curiosity and a willingness to continuously learn and grow in your role
• Digital Engagement Experience: Experience in driving digital engagement campaigns
• Business Acumen: Solid understanding of business processes and negotiation, particularly in an enterprise customer context, as well as having a data driven mindset

Responsibilities

• Implement Digital Plays: Develop and execute digital engagement strategies (e.g., webinars, automated email campaigns, in-app messaging) to enhance product adoption and user engagement
• Drive Product Adoption: Focus on scalable approaches to drive product adoption and satisfaction
• Customer Engagement: Engage with customers through digital channels to ensure they realize the full value of the Wrike platform
• Identify Growth Opportunities: Leverage insights from digital interactions to identify and nurture potential opportunities for account expansion
• Monitor Customer Health at Scale: Use digital tools and analytics to monitor customer health metrics, identify trends, and recommend strategies for retention and growth (GRR and NRR)
• Promote a Digital-First Culture: Contribute to establishing best practices and a digital-first approach in customer success initiatives across the company

Benefits

• 28 calendar days of paid vacation
• Sick leave compensation
• Life insurance plan
• Health insurance plan
• Fitness plan (800 EUR/year)
• Parental leave
• 2 volunteer days
• Full-remote & On-demand access to Co-working space
• Utility allowance (30 EUR/month, subject to taxation)
• Hybrid work mode