Scale Customer Success Manager - DACH

Wrike • Nicosia • 2d ago

Why This Job is Featured on The SaaS Jobs

Scaled customer success roles are becoming a distinct track inside mature SaaS organisations, sitting between traditional high touch CSM work and fully automated lifecycle marketing. This position is featured because it centres on digital first engagement for a broad customer base, using webinars, in app messaging, and automated campaigns to move adoption and satisfaction without relying on heavy 1:1 coverage.

For a SaaS career, the standout value is exposure to the operating system of retention at scale. The work connects customer health signals to action, with explicit attention to GRR and NRR and to identifying expansion paths from behavioural insights. That combination builds transferable capability across B2B SaaS teams that are investing in lifecycle programs, product led motions, and data informed customer operations.

The role tends to suit professionals who enjoy structured execution and repeatable plays, and who are comfortable balancing volume with quality. It also fits someone who likes working across channels and translating customer feedback into scalable interventions, rather than focusing primarily on bespoke relationship management. German and English fluency signals a focus on the DACH segment and multi language stakeholder communication.

The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.

Job Description

About the role:

We are seeking a Scaled Customer Success Manager to join our team and play a critical role in helping our Wrike customers maximize the value they gain from our platform. As a key member of our Wrike Self Service team, you will work directly with a diverse customer base, driving product adoption, increasing customer satisfaction, and identifying opportunities for growth. Your focus will be on handling a high volume of accounts using a scalable approach to customer engagement.

Your Impact:

Implement Engagement Strategies: Develop and execute engagement strategies, combining scalable digital plays (e.g., running webinars with customers, automated email campaigns, in-app messaging) with targeted 1:1 interactions to enhance product adoption and user engagement.
Drive Product Adoption: Focus on scalable approaches to drive product adoption and satisfaction.
Customer Engagement: Engage with customers through digital channels to ensure they realize the full value of the Wrike platform.
Identify Growth Opportunities: Leverage insights from digital interactions to identify and nurture potential opportunities for account expansion.
Monitor Customer Health at Scale: Use digital tools and analytics to monitor customer health metrics, identify trends, and recommend strategies for retention and growth (GRR and NRR).
Promote a Digital-First Culture: Contribute to establishing best practices and a digital-first approach in customer success initiatives across the company.

Your Qualifications:

2+ Years of Experience: Proven experience in a Scale Customer Success, Account Management, or similar customer-facing role, preferably within the SaaS industry.
Customer-Centric Mindset: A strong focus on understanding customer needs and delivering value to help them achieve their goals.
Discipline and Organization: Exceptional organizational skills with the ability to manage large volumes of activities efficiently, ensuring that both quality and quantity of engagement are maintained.
Curiosity and Learning: A high degree of curiosity and a willingness to continuously learn and grow in your role.
Digital Engagement Experience: Experience in driving digital engagement campaigns
Business Acumen: Solid understanding of business processes and negotiation, particularly in an enterprise customer context, as well as having a data driven mindset.
Ability to communicate written and orally in German and English