Customer Success Manager

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

📋 Description

• Oversee a portfolio of Enterprise clients across the EMEA region

• Comprehend clients’ business objectives and guide them towards achieving their goals

• Foster robust relationships with customers and serve as the Wrike advocate throughout their journey

• Define business objectives, timelines, priorities, and success metrics in collaboration with clients

• Implement success strategies and conduct executive business reviews (EBRs)

• Develop, execute, and oversee engagement and communication strategies to guarantee customer ROI and net MRR growth

• Act as the Wrike subject matter expert on work management, addressing customer issues effectively

• Collaborate with teams across Sales, Professional Services, Support, Product, and others

• Track the portfolio performance, utilize account metrics, identify opportunities, and manage churn reduction

• Keep detailed, customer-focused actions and communication plans within the Customer Success Management platform

⛳️ Requirements

• Full proficiency in English

• Proficiency in German or French (preferred)

• Over 5 years of experience in Customer Success Management or in a customer-facing role supporting enterprise clients

• Experience collaborating with Marketing, Professional Services, IT, and PMO teams

• Strong ability to cultivate and sustain relationships with a diverse range of clients, including senior leadership

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

• Excellent interpersonal skills, patience, tact, and composure under pressure

• Eagerness to delve into technical product details for a comprehensive understanding of the product

🏝️ Benefits

• 28 calendar days of paid vacation

• Sick leave compensation

• Life insurance plan

• Health insurance plan

• Fitness plan (800 EUR/year)

• Parental leave

• 2 volunteer days

• Fully remote work

• On-demand access to co-working spaces

• Utility allowance (30 EUR/month, subject to taxation)