Scale Customer success Manager

3 weeks ago

Dublin, Dublin City, Ireland Wrike Full time

Wrike is the most powerful work management platform. Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work.

Our vision: A world where everyone is free to focus on their most purposeful work, together.

Ready to become a Wriker?

We are seeking a Scaled Customer Success Manager - DACH 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.

How You'll Make an Impact
  • Implement Digital Plays: Develop and execute digital engagement strategies (e.g., webinars, automated email campaigns, in-app messaging) 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.
You will achieve your best if you have
  • 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.
  • Business Acumen: Solid understanding of business processes and negotiation, particularly in an enterprise customer context, as well as having a data-driven mindset.
  • Language Skills: Ability to communicate written and orally in English and German is a must.

Your recruitment buddy will be Aziza Talhi, Senior Recruiter.

Who Is Wrike and Our Culture

We're a team of innovators and creators who solve the complex work problems of today and tomorrow.

Wrike promotes a hybrid work mode for those that live near an office hub; we meet in the office 2-3 times a week. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together.

Our persona

Smart: We love what we do, and we're great at it because this is our domain. Our combined knowledge in this space is unmatched.

Dedicated: We get up every day focused on helping our customers win. We're committed to helping our teammates win, too

Approachable: We're friendly, easy to get along with, considerate, and helpful.

Our culture and Values

We care about our customers: We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind.

We work as one and win together: Each bringing unique strengths that contribute to diversity of thought for better outcomes. Leveraging our own work management platform, we foster an environment of creative collaboration and shared achievement.

We strive to succeed through continuous innovation: It's our pursuit of novel concepts that helped us create a market category. We continue to cultivate a workplace that fosters creative thinking as a means of transcending conventional boundaries and empowers us to break new ground to deliver extraordinary work management solutions.

We believe in ownership at all levels of the organization: By owning workflows from start to finish. Each member of our team is an integral part of this commitment, establishing work as a platform for personal growth and transformation, as well as collective success and growth.

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