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, 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 a measurable roadmap for each client's transformational vision
• Identify expansion paths and build an expansion pipeline with Sales, including pitching advanced AI use cases
• Meet individual Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets and mitigate churn early
• Run Workflow Discoveries and reverse demos to map client processes into Wrike
• Iterate on processes, develop workflow playbooks and share documented learnings across the organization
• Run internal enablement sessions and mentor junior team members

Required qualifications

• 5+ years in Customer Success, Account Management or Business Consulting in SaaS
• Verified track record managing $1M+ ARR accounts
• Proven expertise guiding large organizations through complex software rollouts and operational transformations
• Proven experience building internal Centers of Excellence (COEs) and navigating stakeholder management
• Highly polished communication and ability to present quantified business value and ROI to C-suite and VP-level leaders
• History of partnering with Sales on joint account plans and guiding customers through complex buying cycles
• Understanding of enterprise procurement processes
• Ability to translate technical features into cost savings, risk mitigation and operational efficiency
• Comfort discussing 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 verticals such as Marketing, Creative Agencies or PMOs
• Certified change management coach
• Recognized project management certification such as PMP, PRINCE2 or Agile/Scrum
• Experience mentoring junior team members

Benefits

• 25 calendar days of paid vacation
• Parental leave: 26 weeks maternity, 4 weeks paternity
• 2 volunteer days
• Bike-to-work scheme
• Health insurance for employees and dependents
• Life insurance
• Income protection
• Pension scheme

Before you apply

• Hiring contact: recruitment buddy Aziza Talhi, Senior Recruiter

About the company

Wrike is a work management platform used by teams and organizations, with 1,000+ employees across 10 global hubs. The company describes itself as distributed, with a people-first culture built around customer focus, collaboration, creativity and commitment.