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

• Proactively 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 VPs or C-suite sponsors
• Co-create scalable Success Plans and measurable roadmaps that capture each client's transformational vision
• Actively find expansion paths, pitch advanced AI use cases and build an expansion pipeline in lockstep with Sales
• Meet individual Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets and mitigate churn risks early
• 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
• Run outcome-led Workflow Discoveries and reverse demos to map customer processes into Wrike
• Work cross-functionally with Sales, Product, Renewals and Support
• Mentor junior team members and share best practices

Required qualifications

• 5+ years in Customer Success, Account Management or Business Consulting in SaaS
• Verified track record of managing $1M+ ARR accounts
• Proven expertise guiding large organizations through complex software rollouts and operational transformations
• Experience mapping stakeholders and building internal Centers of Excellence
• Polished executive communication; presenting quantified business value and ROI to C-suite and VP-level leaders
• History of partnering with Sales on joint account plans and upsell opportunities
• Understanding of enterprise procurement processes
• Ability to translate technical features into cost savings, risk mitigation and efficiency for C-level audiences
• Comfort discussing system integrations, data analytics and technical hurdles such as API webhooks
• Strong literacy and hands-on experience with practical Generative AI tools in daily operations

Nice to have

• Deep domain expertise in one or more verticals (e.g., Marketing, Creative Agencies, PMOs)
• Certified Change Management Coach
• Certified Project Manager (e.g., PMP, PRINCE2, or Agile/Scrum)
• Experience as a peer mentor

Benefits

• 28 calendar days of paid vacation
• 5 paid uncertified sick days
• Parental leave: 18 weeks maternity, 4 weeks paternity
• 2 volunteer days
• Health insurance for employees and dependents
• Life insurance plan
• Utility allowance of 30 EUR/month (subject to taxation)
• Fitness plan of 800 EUR/year
• Full-remote work and on-demand access to co-working space

Before you apply

• Your recruitment buddy will be Aziza Talhi, Senior Recruiter

About the company

Wrike is a work management platform built for teams and organizations to collaborate and focus on their most purposeful work. The company is a distributed team with 1,000+ employees across global hubs.