Director Customer Success

Wrike

10h•Hybrid

About The Position

We’re looking for a high-impact Director of Customer Success for the Americas (AMS) to lead a team of enterprise and commercial CSMs responsible for driving adoption, retention, and expansion across one of Wrike’s most strategic regions. This leader will play a critical role in executing our 2026 GTM strategy, elevating customer health, and delivering predictable, measurable outcomes that directly support our GRR and NRR targets. The ideal candidate is an exceptional people leader who thrives in a fast-moving environment, combines strong operational rigor with deep customer empathy, and knows how to turn strategy into day-to-day execution. Reporting directly to the Chief Customer Officer (CCO), you will partner closely with Sales, Renewals, Solutions Consulting, Product, and executive leadership to create a unified customer experience that scales.

Requirements

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.

Nice To Haves

Experience with project management or work management software is a plus.

Responsibilities

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.

Benefits

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.

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