Director, Customer Success
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Job Description
Director Customer Success leading teams of CSMs for Americas at Wrike. Driving adoption, retention, and expansion while executing the 2026 GTM strategy.
Responsibilities:
- Mentor and grow teams of Customer Success Managers and Renewal Managers across enterprise and commercial segments.
- Own GRR and NRR for the AMS region, delivering improved adoption, renewals, and value realization.
- Bring rigor to forecasting, renewals, adoption scoring, and account coverage.
- Collaborate with Sales, Renewals, Product, Engineering, Marketing, and Enablement to drive account growth.
- Launch and oversee regional programs aligned with global strategy.
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.
- Experience with project management or work management software is a plus.
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.
- Join a team recognized worldwide for leading by example and delivering collaborative work management solutions that empower businesses across the globe.
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