Director Customer Success
About the Role:
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.Your Impact:
- 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.
Your Qualifications:
- 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.
Why Join Wrike?
As a leader within one of the most impactful regions in Wrike’s global Customer Success organization, you will play a pivotal role in shaping our ongoing transformation and growth journey. Your strategic vision and hands-on leadership will directly influence how thousands of organizations optimize their mission-critical workflows using our platform. At Wrike, we cultivate a values-driven culture, grounded in learning, collaboration, and putting customers at the center of every decision. This is an exciting opportunity to scale your career alongside Wrike as we embark on our next chapter of innovation and expand our reach worldwide. Join us and help define the future of collaborative work management for businesses across the globe.
Perks of working at Wrike
At Wrike, our people drive our success. Join a community of over 900 innovative Wrikers, trusted by 20,000+ businesses worldwide, and experience benefits designed to empower every aspect of your life.
Empowered Living:
- 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.
Nurturing New Beginnings:
- 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.
Work & Life Enrichment:
- 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.
Global Impact:
- Join a team recognized worldwide for leading by example and delivering collaborative work management solutions that empower businesses across the globe.
Your recruitment buddy will be Aziza Talhi, Senior Recruiter.
#LI-AT1
The range below reflects the total on-target earnings (including base salary and performance-based bonus potential) for this full-time position and applies to all U.S. locations, excluding benefits and other incentives. The final offer within this range will consider factors such as the role, seniority level, geographic location, and employment contract type. An individual’s work location, unique skills, experience, and relevant educational background will also influence the final offer. For tailored compensation details based on your preferred location, please discuss with your recruiter during the hiring process.
Total compensation pay range$153,000—$225,000 USDWho Is Wrike and Our Culture
We’re a team of innovators and creators who solve the complex work problems of today and tomorrow. Hybrid work modeWrike promotes a hybrid model for team members near our office hubs in San Diego, Prague, Dublin, Nicosia, and Tallinn, with 2–3 in-office days per week to foster collaboration and teamwork. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together.
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
🤩 Customer-Focused
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.
🤝 Collaborative
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.
🎨 Creative
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.
💪 Committed
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.
