CSM Manager, German – Maternity Cover

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Develop and maintain robust customer relationships while serving as the Wrike advocate throughout their journey with us.

• Collaborate with clients to define clear business objectives, timelines, priorities, and success metrics, including the execution of success plans and Executive Business Reviews (EBRs).

• Design, implement, and oversee comprehensive engagement and communication strategies that proactively drive customer ROI and enhance NET Monthly Recurring Revenue (MRR) growth.

• Act as the Wrike subject matter expert (SME), offering guidance and resolving challenges related to work management for our customers.

• Embrace teamwork by regularly collaborating with various departments such as Sales, Professional Services, Support, and Product, while helping to cultivate the Customer Success “brand” throughout the organization.

• Monitor your entire portfolio of clients, striving to meet targets by utilizing key account metrics to identify opportunities and manage churn risk.

• Maintain and utilize our Customer Success Management platform to ensure detailed customer-centric actions and communication plans are in place.

• Lead the execution of Success Plans from start to finish, linking customer goals to measurable results and being accountable for demonstrating and delivering value over time.

⛳️ Requirements

• Proficient in both English and German.

• A minimum of 2 years of experience in Customer Success Management or a customer-facing role supporting mid-market clients.

• Familiarity with collaborating alongside Marketing teams, Professional Services, IT departments, and PMO teams.

• Proven ability to build and sustain strong relationships with a diverse clientele, including senior leadership.

• Solid knowledge and practical experience in project management, business process redesign, and change management.

• Excellent interpersonal skills: authentic, warm, positive, engaging, capable of connecting well with others, friendly, empathetic, and able to maintain composure and tact in challenging social situations, demonstrating a high level of patience.

• Willingness to delve into the technical aspects of the product for a thorough understanding.

🏝️ Benefits

• 25 calendar days of paid vacation.

• Parental Leave: 26 weeks maternity and 4 weeks paternity.

• 2 Volunteer Days.

• Bike-to-Work Scheme.

• Health Insurance (for employees and dependents).

• Life Insurance.

• Income Protection.

• Pension Scheme.