Why This Job is Featured on The SaaS Jobs
Scaled Customer Success has become a defining function in modern SaaS, especially for products with broad adoption across many accounts. This role sits in a self service context where customer outcomes are driven through repeatable programs rather than purely relationship led coverage, reflecting how SaaS companies protect retention and expansion while keeping engagement efficient. The DACH focus also signals the importance of regional language and market nuance even within digital first models.
For a SaaS career, the work builds durable skills in lifecycle management at scale: designing engagement plays, using in app and email channels to influence behavior, and translating product usage signals into prioritization. Exposure to health metrics like GRR and NRR anchors the role in subscription economics, while identifying expansion opportunities connects customer success to revenue without turning it into a closing role. That combination tends to transfer well across PLG and hybrid go to market organizations.
This position suits someone who prefers structured execution, experimentation with campaigns, and disciplined account triage over deep, high touch account ownership. It is a strong fit for professionals who enjoy blending communication with analytics and who want to operate at the intersection of product adoption and commercial outcomes in a SaaS environment.
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
Why Join Wrike?
- 5 Weeks of paid vacation
- Sick Leave Compensation
- 5 Paid Uncertified Sick Days
- 2 weeks fully paid w/ medical certificate, additional
- 4 weeks paid at 80% salary rate
- Parental Leave (fully paid): 18 Weeks Maternity / 4 Week Paternity
- 2 Volunteer Days
- Meal Vouchers (CZK 220 per working day)
- Annual Prague Travel Card (Lítačka)
- Hybrid Working Model
- Benefit budget with flexible options, including a MultiSport card, Canadian Medical membership, contributions to a pension savings plan and additional choices available through Benefit Plus
Your recruitment buddy will be Aziza Talhi, Senior Recruiter.
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