Customer Success Manager

As a Senior Customer Success Manager at Wrike, you will own, protect, and grow the strategic relationship for a high-value portfolio of Enterprise accounts across EMEA. You will act as a strategic business consultant and trusted advisor, guiding client executives through complex business transformations and establishing Wrike as the clients' long-term operating system of record. Wrike is a work management platform used by teams and organizations, with 1,000+ employees working as a distributed team across 10 global hubs.

Responsibilities

Strategic Portfolio Ownership: proactively manage a diverse and complex book of EMEA (mainly UK) Enterprise accounts as strategic partner, executive liaison, and primary advocate; Build Stakeholder Relationships: establish multi-layered relationships including Centers of Excellence, with administrators, day-to-day champions, and executive sponsors (VPs, C-suite); Co-Create Success Plans & Workflows: build scalable Success Plans capturing the client's transformational vision and a measurable roadmap; Play Offense: proactively identify expansion paths, new teams to land, advanced AI use cases, and build a high-velocity expansion pipeline with Sales; Commercial Growth & Retention: meet individual GRR and NRR targets by identifying expansion opportunities, mapping customer growth plans, and mitigating churn risks early; Operational Excellence: continuously iterate on processes, develop workflow playbooks, and share documented learnings across the organization; Guide client executives through complex business transformations using Wrike AI Agents, Wrike Copilot, and visual collaboration tools; Partner with Sales, Renewals, and Product to deliver the transformational vision

Requirements

5+ years of experience in Customer Success, Account Management, or Business Consulting roles within the SaaS space; Verified track record of managing $1M+ ARR accounts; Proven expertise guiding large-scale organizations through complex software rollouts and operational transformations; Experience mapping and navigating stakeholder management and building internal Centers of Excellence (COEs); Highly polished communication skills and ability to establish trust, navigate political dynamics, and present quantified business value/ROI to C-suite and VP-level technology leaders; Proven history of partnering with Sales on joint account plans, upsell identification, and guiding customers through complex buying cycles; Deep understanding of enterprise procurement processes; Ability to run structured, outcome-led Workflow Discoveries and reverse demos; Strong comfort with tech ecosystems, complex system integrations, data analytics, and technical hurdles such as API webhooks or integration recipes; Strong literacy and hands-on experience embedding practical Generative AI tools into daily operations

Nice to have

Vertical specialization in one or more core industry verticals (e.g., Marketing, Creative Agencies, PMOs) with reusable workflow playbooks; Certified Change Management Coach; Certified Project Manager (e.g., PMP, PRINCE2, or Agile/Scrum); Peer mentoring of junior team members and sharing of best practices

Benefits

25 calendar days of paid vacation; Sick Leave Compensation (5 Paid Uncertified Sick Days); Parental Leave: 18 Weeks Maternity / 4 Week Paternity; 2 Volunteer Days; Medical Insurance (Employees + Dependents); Hybrid Working Model; School Allowance (up to €600/month for school-aged kids); Simcard with Unlimited Internet Access for active employees; Office Lunch Allowance (via Wolt) on Wednesdays / Thursdays