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 a multi-layered stakeholder structure, 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
• Actively find expansion paths, land new teams and pitch 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 structured 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
• Discuss system integrations and technical hurdles, such as API webhooks, with supporting teams
• Partner with Sales, Renewals, Product and Support to give customers a unified experience

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
• Experience building internal Centers of Excellence (COEs) and navigating stakeholder management
• Polished communication skills and ability to present quantified business value and ROI to C-suite and VP-level leaders
• Experience 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 for C-level audiences
• Strong comfort with tech ecosystems and discussing complex system integrations and data analytics
• 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
• Certification as a Change Management Coach
• Recognized project management certification, such as PMP, PRINCE2 or Agile/Scrum
• Experience mentoring junior team members and sharing best practices

Benefits

• 25 working days of paid vacation
• Sick leave compensation (5 uncertified and 10 certified days)
• Fully paid maternity leave and 4 weeks paid paternity leave
• 2 volunteer days
• Medical insurance for employees and dependents
• Life insurance for employees
• Provident fund
• Hybrid working model
• School allowance of up to €600 per month for school-aged children
• SIM card with unlimited internet access for active employees
• Office lunch allowance via Wolt on Wednesdays and Thursdays
• Support with work permit, Blue Card and naturalization

Before you apply

• Your recruitment buddy will be Aziza Talhi, Senior Recruiter

About the company

Wrike is a work management platform that brings teams and all their work into a single place. It operates as a distributed team with 1,000+ employees across 10 global hubs.