Scaled Customer Success Manager - DACH - Remote

Overview

Wrike is the most powerful work management platform. Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work.

In Short

• 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.

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.

Benefits

• Health insurance for you and your family
• SIM card with unlimited internet access for employees (provided during your employment)
• 21 paid vacation days
• 5 uncertified sick days per year
• 10 fully-paid continuous working days of sick leave per year
• School allowance of up to €600 per month (for children at school age)
• Up to 18 weeks of fully-paid maternity leave
• 2 weeks of fully paid paternity leave. 2 additional weeks which are provided by Wrike of fully paid paternity leave will be available for employees after 6 months of continuous service.