Senior Customer Success Manager (EMEA Enterprise)

About the role

Wrike is hiring a Senior Customer Success Manager to own, protect and grow the strategic relationship for a high-value portfolio of Enterprise accounts across EMEA (mainly UK). The role acts as a strategic business consultant and trusted advisor, guiding client executives through complex business transformations using Wrike AI Agents, Wrike Copilot and visual collaboration tools, and partnering with Sales, Renewals and Product to make Wrike the client's long-term operating system.

Key responsibilities

• Manage a diverse book of EMEA Enterprise accounts as strategic partner, executive liaison and primary advocate
• Build relationships with administrators, day-to-day champions and executive sponsors (VPs, C-suite)
• Co-create Success Plans and workflows with measurable roadmaps
• Hunt for expansion: identify new teams, pitch advanced AI use cases and build an expansion pipeline with Sales
• Meet GRR and NRR targets, mitigate churn risks early and partner with Sales on joint account plans and upsells
• Iterate on processes, develop workflow playbooks and share learnings across the organization
• Run internal enablement sessions and help shape best practices

Required profile

• 5+ years in Customer Success, Account Management or Business Consulting in SaaS, with a track record of $1M+ ARR accounts
• Expertise in guiding large organizations through software rollouts and building internal Centers of Excellence
• Ability to communicate with C-suite and VPs, frame ROI and understand enterprise procurement
• Deep domain expertise in one or more verticals (e.g. marketing, creative agencies, PMOs)
• Standout: certified change management coach, certified project manager (PMP, PRINCE2, Agile/Scrum), and peer mentor

Required skills

• Workflow consulting: structured Workflow Discoveries and reverse demos
• Technical literacy: system integrations, data analytics, API webhooks and integration recipes
• Generative AI: hands-on experience embedding AI tools in daily operations

What we offer

• 28 calendar days of paid vacation and 5 paid uncertified sick days
• 18 weeks maternity leave and 4 weeks paternity leave
• Health insurance for employees and dependents, life insurance plan
• Utility allowance (30 EUR/month, subject to tax), fitness plan (800 EUR/year) and volunteer days
• Full remote work with on-demand access to co-working space