Customer Success Manager

As a Senior Customer Success Manager at Wrike, you will own, protect, and exponentially grow the strategic relationship for a high-value portfolio of Enterprise accounts across EMEA. In this role, you are a strategic business consultant and a trusted advisor. You will guide client executives through complex business transformations, leveraging cutting-edge Wrike AI Agents, Wrike Copilot, and visual collaboration tools to map, optimize, and scale business workflows. You will partner deeply with Sales, Renewals, and Product counterparts to deliver on the transformational vision and establish Wrike as the clients' long-term operating system of record.

Responsibilities

Strategic Portfolio Ownership: proactively manage a highly diverse and complex book of EMEA (mainly UK) Enterprise accounts as strategic partner, executive liaison, and primary advocate; Build Stakeholder Relationships: establish a multi-layered relationship structure, including Centers of Excellence, connecting with administrators, day-to-day champions, and executive-level sponsors (VPs, C-suite); Co-Create Success Plans & Workflows: build scalable Success Plans and measurable roadmaps; Play Offense: proactively identify expansion paths, new teams to land, and advanced AI use cases, building 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

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 in guiding large-scale organizations through complex software rollouts and operational transformations, including stakeholder management and building internal Centers of Excellence (COEs); Highly polished communication skills and proven capability 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 to build joint account plans, identify upsell opportunities, and guide customers through complex buying cycles; Deep understanding of enterprise procurement processes; Ability to translate technical features into hard cost savings, risk mitigation, and operational efficiency; Ability to run structured, outcome-led Workflow Discoveries and reverse demos; Strong comfort with tech ecosystems and ability to discuss 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 Mentor experience

Benefits

25 calendar days of paid vacation; Parental Leave: 26 Weeks Maternity / 4 Week Paternity; 2 Volunteer Days; Bike-to-Work Scheme; Health Insurance (Employees + Dependents); Life Insurance; Income Protection; Pension Scheme