Scale Customer Success Manager - DACH

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.

• 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.
• 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.

• 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.
• Digital Engagement Experience: Experience in driving digital engagement campaigns
• Business Acumen: Solid understanding of business processes and negotiation, particularly in an enterprise customer context, as well as having a data driven mindset.
• Ability to communicate written and orally in German and English

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.