Customer Success Manager - Remote

Overview

Wrike is looking for an energetic, passionate, customer orientated and experienced individual to join our team as a Customer Success Manager (CSM). You will be responsible for managing a portfolio of Mid Market customers in EMEA (German or French and English speaking market). In this role you should have experience understanding customers’ business strategies and leading them to their desired outcomes.

In Short

• Able to work effectively in English, German or/and French.
• Build strong customer relationships and act as the Wrike advocate to our customers throughout their Wrike journey.
• Create, execute and manage comprehensive engagement and communication strategies that proactively ensure customer ROI and NET MRR growth.
• Identify other teams within customer organisations who could gain value from Wrike, and collaborate with sales partners in further showcasing the value of Wrike.
• Partner with customers to establish clear business goals, timelines, priorities and metrics of success.
• Serve as the Wrike subject matter expert (SME) in providing guidance and addressing challenges on work management to customers.
• Work as a respected Coach and Mentor within the Wrike services organisation.
• Develop a joint success plan with sales partners for your customers.
• Conduct Executive Business Reviews (EBRs) to assess progress against goals.
• Monitor your entire book of business and work towards targets.

Requirements

• Experience in a customer facing-role supporting mid market clients.
• Experience working with marketing teams, IT teams, PMO teams.
• Able to build and maintain strong relationships with a diverse set of clients.
• Knowledgeable in project management, business process redesign, and change management.
• Great people skills: genuine, warm, positive, engaging.
• Willing to dive into technical details of a product.

Benefits

• Hybrid work mode promoting collaboration.
• Supportive team environment.
• Opportunities for personal growth and transformation.
• Commitment to helping customers win.
• Innovative workplace fostering creative thinking.