Director of Customer Success

• People Leadership & Team Performance: Mentor and grow teams of Customer Success Managers and Renewal Managers across enterprise and commercial segments
• Establish a culture of accountability, coaching, and development, aligned with Wrike’s leadership principles
• Customer Outcomes & Retention: Own GRR and NRR for the AMS region, delivering improved adoption, renewals, and value realization
• Guide customers to clear business outcomes, manage risk proactively, and oversee escalations
• Operational Excellence: Bring rigor to forecasting, renewals, adoption scoring, and account coverage
• Leverage Wrike, Salesforce, Clari, Tableau, and related tools to ensure accuracy and consistency
• Build scalable processes for QBRs, Success Planning, and expansion plays by segment
• Cross-Functional Partnership: Collaborate with Sales, Renewals, Product, Engineering, Marketing, and Enablement to drive account growth, forecast accuracy, product feedback, and customer adoption programs
• Strategic Leadership: Launch and oversee regional programs aligned with global strategy
• Identify portfolio growth opportunities, shape coverage models, and act as a change agent in Wrike’s evolving CS organization

• 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

• 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