Customer Success Manager

Summary

Join Wrike's Customer Success team as a Customer Success Manager, focusing on mid-market EMEA clients. You will manage customer portfolios, understand their business strategies, and guide them to achieve desired outcomes using the Wrike platform. This role demands experience in customer success management, strong relationship-building skills, and the ability to provide leadership and measurable recommendations. The position is a 12-14 month contract. You will collaborate with various internal teams (Sales, Professional Services, Support, Product) and leverage key account metrics to identify opportunities and manage churn. Success in this role requires fluency in English, Italian, and Spanish.

Requirements

• Full fluency in English, Italian and Spanish
• 2+ years experience in Customer Success Management or customer facing-role supporting mid market clients
• Experience working with Marketing teams, Professional Services, IT teams, PMO teams
• Ability to build and maintain strong relationships with a diverse set of clients, including senior leadership
• Knowledge and hands-on experience in project management, business process redesign, and change management
• Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, you show tact and poise under pressure when dealing with difficult interpersonal situations, and possess a high degree of patience
• Willing to dive into technical details of a product to understand it thoroughly

Responsibilities

• Build strong customer relationships and act as the Wrike advocate to our customers throughout their Wrike journey
• Partner with customers to establish clear business goals, timelines, priorities and metrics of success. (executing success plans & EBRs)
• Create, execute and manage comprehensive engagement and communication strategies that proactively ensure customer ROI and NET MRR growth
• Serve as the Wrike subject matter expert (SME) in providing guidance and addressing challenges on work management to customers
• Be a Team Player. You’ll be collaborating with multiple teams on a regular basis (Sales, Professional Services, Support, Product, etc) and will help to build the CS “brand” across our entire organization
• Monitor your entire book of business and work towards targets, leveraging key account metrics to identify areas of opportunity as well as managing churn avoidance
• Maintain and leverage our Customer Success Management platform to maintain detailed customer centric actions and communication plans

Preferred Qualifications

• Having a problem solver mentality, being a critical thinker and generally curious
• A passion for learning and improving every day, motivated to excel
• Openness to receiving feedback, being coachable
• A strong team player attitude
• Possessing a self starter attitude with strong ownership skills, willing to go above and beyond the job description
• A creative and innovative approach

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)