Senior Customer Success Manager

The role

You will own and grow a portfolio of Enterprise accounts across EMEA, mainly in the UK, as their strategic partner and primary advocate. You will guide client executives through business transformations using Wrike AI Agents, Wrike Copilot and visual collaboration tools.

What you will do

• Manage a diverse and complex book of EMEA (mainly UK) Enterprise accounts as strategic partner, executive liaison and primary advocate
• Build multi-layered stakeholder relationships, including Centers of Excellence, with administrators, champions and VP or C-suite sponsors
• Co-create scalable Success Plans and measurable roadmaps for client transformation
• Find and pursue expansion paths, including new teams and advanced AI use cases, in lockstep with Sales
• Meet individual Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets and mitigate churn risks early
• Run Workflow Discoveries and reverse demos to map customer processes into Wrike
• Iterate on processes, develop workflow playbooks and share documented learnings across the organization
• Run internal enablement sessions and shape best practices as a senior team member

Required qualifications

• 5+ years of experience in Customer Success, Account Management or Business Consulting in SaaS
• Verified track record of managing $1M+ ARR accounts
• Proven expertise guiding large-scale organizations through complex software rollouts and operational transformations
• Highly polished communication skills and ability to present quantified business value and ROI to C-suite and VP-level leaders
• Proven history of partnering with Sales on joint account plans and guiding customers through complex buying cycles
• Understanding of enterprise procurement processes
• Ability to discuss complex system integrations, data analytics and technical hurdles such as API webhooks
• Strong literacy and hands-on experience embedding practical Generative AI tools into daily operations

Nice to have

• Deep domain expertise in one or more core industry verticals such as Marketing, Creative Agencies or PMOs
• Experience guiding organizations through large-scale software rollouts and change management
• Recognized project management certification such as PMP, PRINCE2 or Agile/Scrum
• Experience mentoring junior team members

Benefits

• 5 weeks of paid vacation
• Sick leave compensation, including 5 paid uncertified sick days
• 2 weeks fully paid with medical certificate, plus 4 weeks paid at 80% salary rate
• Fully paid parental leave: 18 weeks maternity, 4 weeks 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 MultiSport card, Canadian Medical membership and pension savings contributions
• Additional choices available through Benefit Plus

About the company

Wrike is a work management platform used by teams and organizations to bring everyone and all work into one place. The company describes itself as a distributed team with 1,000+ employees across 10 global hubs.