Scale Customer Success Manager

About the Role:

You'll own your outcomes, from the strategies you run to the conversations that shape what we build next. As a Scaled Customer Success Manager on our Wrike Self Service team, you will drive platform adoption, retention, and account expansion across a high-volume customer portfolio. By combining scalable digital initiatives with targeted 1:1 touchpoints, you will ensure our customers maximize the value of Wrike while embedding a digital-first approach across our Customer Success organization.

Your Impact:

• Execute Scaled Strategies: Design and deliver digital engagement campaigns —including webinars, automated email flows, and in-app messaging—balanced with strategic 1:1 customer interactions.
• Drive Adoption & Retention: Boost product utilization and customer satisfaction across a high-volume account tier, directly impacting Gross Retention Rate (GRR) and Net Retention Rate (NRR).
• Uncover Growth Opportunities: Leverage digital health metrics and interaction data to identify, nurture, and transition expansion opportunities to growth teams.
• Monitor Customer Health at Scale: Analyze telemetry and customer usage trends to proactively identify risks and implement retention tactics.
• Advocate a Digital-First Approach: Help establish best practices and scale standard operating procedures across the broader Customer Success team.

Your Qualifications:

• 2+ years of experience in Scaled Customer Success, Account Management, or customer-facing roles, ideally in B2B SaaS.
• Proven track record of planning and executing digital-first customer engagement strategies.
• Strong business acumen with a data-driven approach to evaluating health metrics and growth potential.
• Fluent oral and written English communication skills.

Standout Qualities:

• Exceptional organizational discipline to balance high-volume automated campaigns with priority 1:1 client needs.
• High curiosity and continuous learning agility to quickly adapt to evolving platform features and customer workflows.
• Strong foundation in enterprise business processes, account management, and value-based negotiations.

Team Dynamics:

You will join the Wrike Self Service team, a forward-thinking group dedicated to innovating how we engage with customers at scale. You will work closely with digital strategy leads, customer marketing, and expansion teams. Reporting to the Scaled CS Lead/Manager, you’ll operate in a highly collaborative environment that values experimentation, data insights, and customer advocacy.

Our Work Style:

We embrace a modern, digital-first engagement model leveraging customer success platforms, product analytics, automated messaging engines, and Wrike’s own work management ecosystem. Unlike traditional CS roles focused solely on dedicated account lists, this position places you at the intersection of marketing, operations, and customer success—giving you the leverage to impact thousands of users simultaneously while honing hybrid digital/human strategy skills.

Benefits & Perks:

• 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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