Scale Customer Success Manager

Wrike; Bengaluru; Hybrid; INR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Hybrid Working Model

Group Medical Insurance (Employees + D

Monthly Internet Reimbursement

Job summary

Wrike is seeking a Scaled Customer Success Manager for our Self Service team. You will drive platform adoption, retention, and account expansion across a high-volume customer portfolio using scalable digital initiatives and strategic 1:1 touchpoints.

You will analyze usage metrics to identify risks and growth opportunities, collaborate with marketing and expansion teams, and help scale standard operating procedures across the CS function.

Qualifications

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

Responsibilities

• Design and deliver digital engagement campaigns (webinars, automated email flows, in-app messaging) balanced with 1:1 interactions.
• Boost product utilization and customer satisfaction across high-volume accounts, impacting GRR and NRR.
• Identify and nurture expansion opportunities using digital health metrics and interaction data.
• Monitor telemetry and usage trends to proactively identify risks and apply retention tactics.
• Help establish scalable best practices across the Customer Success team.

Skills

Scaled CS

Account Management

Digital-first strategies

Data-driven decisions

English communication

Job description

Wrike is the most powerful work management platform. Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work.

Wrike is our people, not a place. As a distributed team, we own our growth, stay globally connected, and rely on the product we build to deliver impactful work alongside brilliant minds. You'll have real ownership over meaningful work, a global team that has your back, and the flexibility to do your best work your way. If that sounds like you, we'd love to hear from you.

Our vision: A world where everyone is free to focus on their most purposeful work, together.

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.

• 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
• 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

We’re a team of innovators and creators who solve the complex work problems of today and tomorrow.

Wrike is our people, not a place. With 1,000+ employees collaborating across nearly every time zone, we support talent through 10 global hubs — Australia, Costa Rica, Cyprus, Czechia, Estonia, France, India, Ireland, Japan, and the United States — offering flexible ways of working that include remote work, hybrid environments, and co-working spaces across many locations.

While flexibility looks different across teams and regions, employees located near certain hubs — particularly in Prague (CZ), Nicosia (CY), Bangalore (IN), and Rennes (FR) — are generally expected to collaborate in person around 2–3 days per week, balancing the flexibility of distributed work with opportunities for in‑person collaboration and connection.

Our persona

Smart: We love what we do, and we’re great at it because this is our domain. Our combined knowledge in this space is unmatched.

Dedicated: We get up every day focused on helping our customers win. We’re committed to helping our teammates win, too!

Approachable: We're friendly, easy to get along with, considerate, and helpful.

Our culture and Values

We care about our customers. We understand the customer journey, experience, and value derived from Wrike. Decision‑making and action‑taking are done with the customer in mind.

We work as one and win together, each bringing unique strengths that contribute to diversity of thought for better outcomes. Leveraging our own work management platform, we foster an environment of creative collaboration and shared achievement.

We strive to succeed through continuous innovation. It’s our pursuit of novel concepts that helped us create a market category. We continue to cultivate a workplace that fosters creative thinking as a means of transcending conventional boundaries and empowers us to break new ground to deliver extraordinary work management solutions.

We believe in ownership at all levels of the organization, by owning workflows from start to finish. Each member of our team is an integral part of this commitment, establishing work as a platform for personal growth and transformation, as well as collective success and growth.