Scale Customer Success Manager

Summary

Join Wrike as a Scaled Customer Success Manager - DACH and play a critical role in maximizing customer value from our platform. Work directly with a diverse customer base, driving product adoption and satisfaction. Focus on handling a high volume of accounts using a scalable approach to customer engagement. Implement digital engagement strategies, identify growth opportunities, and monitor customer health metrics. Contribute to establishing best practices and a digital-first approach in customer success initiatives. This role requires experience in a similar customer-facing role within the SaaS industry, a customer-centric mindset, and strong organizational skills.

Requirements

• 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
• Ability to communicate written and orally in English and German is a must

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)