About the Role:
As a Digital Customer Success Manager, you will work on the execution of digital strategies designed to drive customer value and product adoption at scale. At Wrike, we are transforming the customer experience by blending automated digital journeys with targeted, high-value scaled interactions. Reporting to the Manager of Digital Customer Success, you will play a pivotal role in executing our digital-first customer motions and ensuring our users realize the full potential of the Wrike.
Shift Timings: 6:00 PM – 2:00 AM (IST)
Your Impact:
- Drive Product Adoption: Execute data-driven digital strategies to increase feature stickiness and ensure customers are utilizing Wrike to its fullest capacity.
- Scaled Engagement: Manage customer relationships through a hybrid approach, utilizing both 1-to-many (webinars, digital cadences) and strategic 1:1 interventions.
- Monitor Customer Health: Leverage customer health data and engagement signals to identify at-risk accounts and deploy effective retention strategies.
- Growth Identification: Proactively discover and nurture potential account expansion opportunities during the customer lifecycle.
- Strategic Collaboration: Facilitate workshops and technical business reviews while partnering with Sales and Product teams to ensure seamless customer transitions.
Your Qualifications:
- Experience: 2+ years in Customer Success, Account Management, or a related Digital/Customer facing role, preferably within a high-growth SaaS environment.
- Customer-Centric Mindset: A proven track record of understanding customer needs and delivering value-based outcomes.
- Operational Excellence: Exceptional organizational skills to manage high-volume activities without sacrificing quality.
- Communication: Fluent English (written and oral) with the ability to lead technical and value-based discussions on a one-to-one basis or at scale to large groups.
- Digital & Technical Literacy: Experience leveraging customer success platforms (e.g., Gainsight, ChurnZero) and data insights to execute digital engagement campaigns and drive product adoption.
Standout Qualities:
- Analytical Power: 2+ years of experience in data analysis and providing solution-oriented recommendations to improve performance metrics.
- Tool Mastery: Hands-on experience with Salesforce, Salesloft, or similar Customer Success automation platforms.
- Strategic Implementation: Proven success in building "tech-touch" workflows that reduce manual tasks while maintaining high customer satisfaction.
- Adaptive Problem-Solver: A proactive attitude with the ability to iterate strategies swiftly in a fast-paced, dynamic environment.
- Education: Bachelor’s Degree is preferred.
Team Dynamics:
You’ll be joining a forward-thinking Scaled CS team that values innovation and efficiency. We are a group of critical thinkers and problem solvers who prioritize team success. You will work closely with Sales, Product, and Operations to ensure our customers have a unified experience. We foster a culture that is coachable, open to feedback, and deeply curious.
Our Work Style:
Wrike is built on the philosophy of "working as one." We use our own industry-leading platform to manage our cohorts, automate routine tasks, and streamline communication.
- Digital-First: We prioritize scalable, automated interventions to ensure no customer is left behind.
- Data-Driven: Every strategy we implement is backed by health scores and engagement metrics.
- Collaborative: You’ll have a high degree of ownership but will always have the support of cross-functional partners to execute 1-to-many customer motions.
Why Join Wrike?
- 18 calendar days of paid vacation (12 days of National & Festival holidays (10 fixed, 2 flexible))
- Sick Leave Compensation (5 Paid Uncertified Sick Days)
- Menstrual Leave: Twelve (12) days per calendar year. Women employees are eligible for up to 1 day of menstrual leave per month.
- Parental Leave: 26 Weeks Maternity / 4 Week Paternity
- 2 Volunteer Days
- Group Medical Insurance (Employees + Dependents)
- Term Life Insurance (Rs 50,00,000)
- Personal Accident Insurance (Rs 50,00,000)
- Monthly Broadband / Internet Reimbursement (INR 1500)
- Hybrid Working Model + Complimentary Lunch & Snacks
Your recruitment buddy will be Nandini Singh, Senior Recruiter.
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