Scale Customer Success Manager - DACH at Wrike

<div class="content-intro"><div>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.</div> <div>&nbsp;</div> <div><strong>Our vision:&nbsp; </strong>A world where everyone is free to focus on their most purposeful work, together.&nbsp;</div> <div>&nbsp;</div></div><h3>About the role:</h3> <p>We are seeking a Scaled Customer Success Manager 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.</p> <h3>Your Impact:</h3> <ul> <li>Implement Engagement Strategies: Develop and execute engagement strategies, combining scalable digital plays (e.g., running webinars with customers, automated email campaigns, in-app messaging) with targeted 1:1 interactions to enhance product adoption and user engagement.</li> <li>Drive Product Adoption: Focus on scalable approaches to drive product adoption and satisfaction.</li> <li>Customer Engagement: Engage with customers through digital channels to ensure they realize the full value of the Wrike platform.</li> <li>Identify Growth Opportunities: Leverage insights from digital interactions to identify and nurture potential opportunities for account expansion.</li> <li>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).</li> <li>Promote a Digital-First Culture: Contribute to establishing best practices and a digital-first approach in customer success initiatives across the company.</li> </ul> <h3><strong>Your Qualifications:</strong></h3> <ul> <li>2+ Years of Experience: Proven experience in a Scale Customer Success, Account Management, or similar customer-facing role, preferably within the SaaS industry.</li> <li>Customer-Centric Mindset: A strong focus on understanding customer needs and delivering value to help them achieve their goals.</li> <li>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.</li> <li>Curiosity and Learning: A high degree of curiosity and a willingness to continuously learn and grow in your role.</li> <li>Digital Engagement Experience: Experience in driving digital engagement campaigns</li> <li>Business Acumen: Solid understanding of business processes and negotiation, particularly in an enterprise customer context, as well as having a data driven mindset.</li> <li>Ability to communicate written and orally in German and English</li> </ul> <h3><strong>Why Join Wrike?&nbsp;</strong></h3> <ul> <li>25 calendar days of paid vacation</li> <li>Sick Leave Compensation (5 Paid Uncertified Sick Days)</li> <li>Parental Leave: 18 Weeks Maternity / 4 Week Paternity&nbsp;</li> <li>2 Volunteer Days</li> <li>Medical Insurance (Employees + Dependents)</li> <li>Hybrid Working Model</li> <li>School Allowance (Up to €600/month for school aged kids)</li> <li>Simcard w/ Unlimited Internet Access for active employees</li> <li>Office Lunch Allowance (via Wolt) on Wednesdays / Thursdays</li> </ul> <p class="p1">Your recruitment buddy will be <a href="https://www.linkedin.com/in/azizatalhi/"><span class="s1">Aziza Talhi</span></a>, Senior Recruiter.</p> <p class="p1">#LI-AT1</p> <p>&nbsp;</p><div class="content-conclusion"><h3><strong>Who Is Wrike and Our Culture</strong></h3> <div>We’re a team of innovators and creators who solve the complex work problems of today and tomorrow.</div> <div>&nbsp;</div> <div> <div><strong>Hybrid work mode</strong></div> <div><br> <div> <div>Wrike is our people, not a place. With 1,000+ employees collaborating across nearly every time zone, we support talent through 10 global hubs — Australia, Costa Rica, Cyprus, Czechia, Estonia, France, India, Ireland, Japan, and the United States — offering flexible ways of working that include remote work, hybrid environments, and co-working spaces across many locations.</div> <div>&nbsp;</div> <div>While flexibility looks different across teams and regions, employees located near certain hubs — particularly in Prague (CZ), Nicosia (CY), Bangalore (IN), and Rennes (FR) — are generally expected to collaborate in person around 2–3 days per week, balancing the flexibility of distributed work with opportunities for in-person collaboration and connection.</div> </div> </div> </div> <h4><strong>Our persona&nbsp;</strong></h4> <div><strong>💡&nbsp; Smart:</strong> We love what we do, and we’re great at it because this is our domain. Our combined knowledge in this space is unmatched.</div> <div><strong>💚&nbsp; Dedicated: </strong>We get up every day focused on helping our customers win. We’re committed to helping our teammates win, too!</div> <div><strong>🤗&nbsp; Approachable:</strong> We're friendly, easy to get along with, considerate, and helpful.&nbsp;</div> <h4><strong>Our culture and Values&nbsp;</strong></h4> <p><strong>🤩 Customer-Focused</strong></p> <p><strong>We care about our customers. </strong>We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind.</p> <p><strong>🤝 Collaborative</strong></p> <p><strong>We work as one and win together, </strong>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.</p> <p><strong>🎨 Creative</strong></p> <p><strong>We strive to succeed through continuous innovation. </strong>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.&nbsp;</p> <p><strong>💪 Committed</strong></p> <p><strong>We believe in ownership at all levels of the organization, </strong>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.</p> <div>&nbsp;</div> <div> <div>Check out our&nbsp;<a href="https://www.linkedin.com/company/wrike/life/3fd588bf-73e8-47be-9b0a-1933d404ea88/" target="_blank">LinkedIn Life Page</a>, <a href="https://www.wrike.com/wrike-company-culture/">Company culture page</a>, <a href="https://www.instagram.com/wriketeam" target="_blank">Instagram</a>, <a href="https://www.wrike.com/wrike-engineering/" target="_blank">Wrike Engineering Team</a>,&nbsp;<a href="https://medium.com/wriketechclub" target="_blank">Medium</a>, <a href="https://www.meetup.com/WrikeTechClub/?_cookie-check=wtgfN9ARYGPSGd3e" target="_blank">Meetup.com</a>, <a href="https://www.youtube.com/c/wriketechclub" target="_blank">Youtube</a> for a feel for what life is like at Wrike.&nbsp;</div> </div> <p><a href="https://www.glassdoor.com/Overview/Working-at-Wrike-EI_IE420969.11,16.htm"><img style="max-width: 100%;" src="https://www.glassdoor.com/pc-app/static/img/partnerCenter/badges/eng_CHECK_US_273x90.png" alt="Check us out on Glassdoor."></a></p></div>