WHO WE ARE

Join Wire, the leading end-to-end encrypted communication platform revolutionizing secure collaboration for businesses, critical infrastructure, and governments. We prioritize privacy as a fundamental right, providing organizations across industries with the most secure communication experience possible. Our cutting-edge encryption technology and robust security measures have made us a trusted partner in the technology, finance, healthcare, and government sectors. If you’re driven by the mission to redefine secure communication and want to be part of an innovative and dynamic team, join us at Wire. Together, we’ll build a world where privacy and security are the foundation of modern communication.

YOUR CHALLENGE AT WIRE

We are seeking a highly motivated and customer-focused professional to join our team as a Customer Success Manager. In this role, you will be responsible for ensuring that our German and International clients derive maximum value from our secure communication solutions. You will serve as the main point of contact for customer onboarding, support, and advocacy, driving product adoption and fostering long-term loyalty.

ABOUT US

We’re building a secure, easy-to-use, and feature-rich communication tool with the latest technologies. We don’t just create software — we’re also impacting national and international committees. Our research and development occur at our Berlin headquarters and other locations in Europe and the USA, where we embrace diversity and adhere to the strictest data protection standards. We see regulations as a foundation supporting our commitment to secure our customer’s communication

• Onboarding and Training: Guide new clients through the onboarding process, ensuring a seamless and positive start to their journey with Wire.
• Customer Advocacy: Act as the primary point of contact for German-speaking clients, understanding their needs and challenges to provide tailored solutions.
• Product Adoption: Drive adoption of our secure communication platform by educating customers on features, best practices, and updates.
• Proactive Relationship Management: Regularly engage with customers to provide strategic advice, address concerns, and identify opportunities for growth.
• Retention and Renewal: Monitor customer satisfaction and usage metrics to ensure high retention rates and manage contract renewals effectively.
• Product Led Growth: Support our SMB customers with their journey and onboarding through our self serve model & E-Commerce Play.
• Collaboration: Work closely with Sales, Marketing, and Product teams to align customer feedback with our roadmap and ensure customer success stories are shared internally.
• Escalation Management: Handle customer issues with urgency, coordinating with support and technical teams to resolve challenges promptly.
• Reporting: Provide regular updates and insights to leadership on customer health, engagement, and potential risks.