Senior 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. You will act as a strategic business consultant and trusted advisor, guiding client executives through complex business transformations, leveraging Wrike AI Agents, Wrike Copilot, and visual collaboration tools to map, optimize, and scale business workflows. You will partner with Sales, Renewals, and Product to establish Wrike as the clients' long-term operating system of record.

Responsibilities

Proactively manage a diverse and complex book of EMEA (mainly UK) Enterprise accounts as strategic partner, executive liaison, and primary advocate; establish multi-layered stakeholder relationships including Centers of Excellence, administrators, champions, and executive sponsors (VPs, C-suite); co-create scalable Success Plans and measurable roadmaps; actively identify expansion paths and build a high-velocity expansion pipeline in lockstep with Sales; meet individual GRR and NRR targets by identifying expansion opportunities and mitigating churn risks early; continuously iterate on processes, develop workflow playbooks, and share documented learnings; run internal enablement sessions and shape best practices

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; experience mapping stakeholders and building internal Centers of Excellence (COEs); highly polished communication skills and ability to present quantified business value/ROI to C-suite and VP-level technology leaders; proven history of partnering with Sales on joint account plans and upsell opportunities; deep understanding of enterprise procurement processes; ability to run structured, outcome-led Workflow Discoveries and reverse demos; strong comfort with tech ecosystems, system integrations, data analytics, and technical hurdles such as API webhooks or integration recipes; strong literacy and hands-on experience with Generative AI tools

Nice to have

Vertical specialization in one or more core industry verticals (e.g., Marketing, Creative Agencies, PMOs); certified change management coach; certified project manager (PMP, PRINCE2, or Agile/Scrum); experience mentoring junior team members and sharing best practices

Benefits

5 weeks of paid vacation; sick leave compensation; 5 paid uncertified sick days; 2 weeks fully paid with medical certificate, additional 4 weeks paid at 80% salary rate; parental leave fully paid (18 weeks maternity / 4 weeks paternity); 2 volunteer days; meal vouchers (CZK 220 per working day); annual Prague travel card (Lítačka); hybrid working model; benefit budget including MultiSport card, Canadian Medical membership, pension savings plan contributions, and Benefit Plus options