International Customer Success Director

Ready to become a Wriker?

Wrike is looking for an energetic, passionate, customer orientated and experienced individual to join our team as the International Customer Success Director. In this role you should have experience understanding customers’ business strategies and leading them to their desired outcomes. You will have a growth mindset who can provide leadership and measurable recommendations to ensure customers take full advantage of the Wrike platform and they receive maximum value.

More about Your team

Your team will be one of the two CSM teams at Wrike, as we are split into North America and EMEA+APJ. You will be tasked with leading the International team, closely working with the General Manager & VP of EMEA+APJ. You should be adept at navigating complex renewal negotiations. Together with your team, you'll work closely with departments across Wrike, including Sales and Renewals, to align on goals, share insights, and collaborate on innovative retention strategies.

How we work?

• Tech Stack: Salesforce, Wrike, Salesloft, DocuSign
• Conversations with customers over email, phone, and zoom

How You’ll make an impact

• Direct your team in lockstep with the company strategy, mentoring your team in advanced negotiation tactics and fostering a culture of continuous improvement and professional growth.
• Lead the charge in enhancing and refining EMEA + APJ CSM strategies, ensuring every customer interaction maximizes retention, growth and revenue opportunities.
• Drive collaboration across departments, working hand in hand with Sales to develop and implement cohesive strategies that resonate with client needs and Wrike's vision.
• Champion innovative retention initiatives, leveraging data analytics and customer feedback to refine and optimize the CSM process continually.
• Cultivate a deep understanding of customer lifecycle dynamics, employing this insight to preemptively address challenges and capitalize on growth opportunities .
• Influence and contribute to global CSM strategies, ensuring the team's successes are integrated into the broader Wrike narrative and objectives.
• TLDR: Hit your numbers, help your team grow, collaborate a ton, don’t forget to adapt to the changing world.

You will achieve your best if you have

• 5+ years of experience leading CSM teams within a SaaS or technology-focused environment
• A track record of leading high-performing teams towards the successful achievement of challenging renewal targets and customer satisfaction goals.
• Proficient understanding and experience with CRM, preferably Salesforce.
• Strong communication and negotiation skills, with the ability to engage and influence both internal stakeholders and external clients effectively.
• A strategic mindset with a knack for identifying growth opportunities and optimizing renewal processes to enhance customer retention and revenue stability.
• A commitment to fostering a collaborative and innovative team culture, encouraging continuous learning, and professional development among team members.
• Experience in working in a dynamic, fast-paced environment, adapting quickly to changing priorities and thriving in a remote or distributed team setting.
• A passion for customer success, with a deep understanding of customer lifecycle management and the factors that influence customer decisions

You will stand out with

• Advanced skills in data analysis and customer insights, utilizing metrics and KPIs to drive decision-making and strategy refinement.
• Exceptional leadership qualities, with a history of mentoring and developing teams to reach their full potential and deliver outstanding results.
• Innovative thinking and a proactive approach to problem-solving, continuously seeking out new methods to enhance customer loyalty and team performance.
• Outstanding interpersonal and communication skills, capable of building and maintaining strong relationships with a diverse range of stakeholders, both internal and external.
• Fluency in German or French 

Perks of working at Wrike:

• 25 days of holidays
• Sick leave compensation
• Cafeteria (Benefit plus) 
• Private healthcare membership (Canadian Medical)
• Meal vouchers (220 CZK per working day)
• Pension plan
• Mobile tariffs
• „Lítačka” transportation annual coupon reimbursement
• Multisport card
• Parental leave

Your recruitment buddy will be Lindsey Storey, TA Team Lead.

#LI-LS1

Who Is Wrike and Our Culture

Our persona 

Our culture and Values 

🤩 Customer-Focused

We care about our customers. We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind.

🤝 Collaborative

We work as one and win together, 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.

🎨 Creative

We strive to succeed through continuous innovation. 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. 

💪 Committed

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.