Customer Success Manager (EMEA) at Wrike

About the Role:

Wrike is looking for an energetic, passionate, customer-oriented and experienced individual to join our team as a Customer Success Manager. You will be responsible for managing a portfolio of enterprise customers in EMEA. In this role, you should have experience understanding customers’ business strategies and leading them to their desired outcomes. You will have a growth mindset who can provide leadership and measurable recommendations to ensure customers take full advantage of the Wrike platform and they receive maximum value.

Team Dynamics:

You will be part of the incredible international globally distributed Customer Success Team and will work alongside other talented and passionate CSMs in an environment that prizes growth mindset, mutual support, and creative problem-solving.

Your Impact:

• By building strong customer relationships and acting as the Wrike advocate to our customers throughout their Wrike journey
• By partnering with customers to establish clear business goals, timelines, priorities and metrics of success. (executing success plans & EBRs)
• By creating, executing and managing comprehensive engagement and communication strategies that proactively ensure customer ROI and NET MRR growth
• By serving as the Wrike subject matter expert (SME) in providing guidance and addressing challenges on work management to customers
• By being 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
• By monitoring your entire book of business and working towards targets, leveraging key account metrics to identify areas of opportunity as well as managing churn avoidance
• By maintaining and leveraging our Customer Success Management platform to maintain detailed customer-centric actions and communication plans

Your Qualifications:

• Full fluency in English, and German or French (Nice to have)
• 5+ years experience in Customer Success Management or customer-facing roles supporting enterprise 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, tactful, and poised under pressure when dealing with difficult interpersonal situations, with a high degree of patience
• Willing to dive into technical details of a product to understand it thoroughly

Standout Qualities:

• 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