Wrike

Director, Customer Success

Wrike

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $153,000 - $225,000 per year

Job Level

Lead

About the role

  • Mentor and grow teams of Customer Success Managers and Renewal Managers across enterprise and commercial segments.
  • Own GRR and NRR for the AMS region, delivering improved adoption, renewals, and value realization.
  • Bring rigor to forecasting, renewals, adoption scoring, and account coverage.
  • Collaborate with Sales, Renewals, Product, Engineering, Marketing, and Enablement to drive account growth.
  • Launch and oversee regional programs aligned with global strategy.

Requirements

  • 8+ years in Customer Success, Account Management, or Enterprise SaaS leadership.
  • Owns and achieves targets tied to retention and expansion metrics at scale.
  • Experience leading distributed teams and managing leaders (preferred).
  • Strong operational acuity: forecasting, playbooks, capacity models, adoption frameworks, success plans.
  • Exceptional communication skills with the ability to influence at all levels.
  • Comfortable in a fast-scaling, matrixed environment with tight alignment to Sales and Renewals.
  • Deep customer empathy paired with a commercial mindset; you know how to protect and grow a book of business.
  • Proficient with Salesforce, Clari, CS platforms, and data/analytics tooling.
  • Experience with project management or work management software is a plus.
Benefits
  • Comprehensive Health Coverage: Enjoy medical, dental, and employer-paid vision insurance.
  • Security & Support: Benefit from life insurance and employer-paid short- and long-term disability.
  • Financial Well-Being: Build your future with our 401(k) plan featuring an employer match along with FSA/HSA benefits.
  • Generous Parental Leave: Cherish every moment with 18 weeks of leave for birth mothers and 4 weeks for non-birth parents.
  • Community Connections: Engage with our vibrant Wrike Employee Resource Communities (WERC) to connect, grow, and thrive.
  • Flexible Time Off: Our flexible time off (FTO) policy empowers you to balance work, personal matters, and well-being on your own schedule.
  • Home Office Support: Enjoy a $500 Working-from-Home stipend to create a comfortable and productive home office.
  • Celebration & Service: Enjoy 11 paid holidays and 2 volunteer days to rest, recharge, and give back.
  • Join a team recognized worldwide for leading by example and delivering collaborative work management solutions that empower businesses across the globe.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer SuccessAccount ManagementEnterprise SaaSForecastingAdoption FrameworksSuccess PlansRetention MetricsExpansion MetricsCapacity ModelsPlaybooks
Soft skills
MentoringLeadershipCommunicationInfluencingCustomer EmpathyCommercial MindsetOperational AcuityCollaborationAdaptabilityStrategic Thinking