Scale Customer Success Manager - DACH

About the role:

We are seeking a Scaled Customer Success Manager to join our team and play a critical role in helping our Wrike customers maximize the value they gain from our platform. As a key member of our Wrike Self Service team, you will work directly with a diverse customer base, driving product adoption, increasing customer satisfaction, and identifying opportunities for growth. Your focus will be on handling a high volume of accounts using a scalable approach to customer engagement.

Your Impact:

• Implement Engagement Strategies: Develop and execute engagement strategies, combining scalable digital plays (e.g., running webinars with customers, automated email campaigns, in-app messaging) with targeted 1:1 interactions 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.

Your Qualifications:

• 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 German and English

Why Join Wrike? 

• 5 Weeks of paid vacation

• Sick Leave Compensation 

  • 5 Paid Uncertified Sick Days

  • 2 weeks fully paid w/ medical certificate, additional 

  • 4 weeks paid at 80% salary rate

• Parental Leave (fully paid): 18 Weeks Maternity / 4 Week Paternity 

• 2 Volunteer Days

• Meal Vouchers (CZK 220 per working day)

• Annual Prague Travel Card (Lítačka)

• Hybrid Working Model

• Benefit budget with flexible options, including a MultiSport card, Canadian Medical membership, contributions to a pension savings plan and additional choices available through Benefit Plus

Your recruitment buddy will be Aziza Talhi, Senior Recruiter.