Customer Success Manager, EMEA

ClickUp · Other US Location

Company

ClickUp

Location

Other US Location

Type

Full Time

Job Description

ClickUp is the world's only all-in-one productivity platform that flexes to the way people want to work. It replaces all individual workplace productivity tools with a single, unified platform including project management, document collaboration, spreadsheets, chat, goals, and more. On a mission to make the world more productive, ClickUp is headquartered in San Diego and scaling remotely and internationally. As one of the fastest-growing SaaS companies in the world, ClickUp helps millions of users to be more productive and save at least one day every week. 🦄

 
The Scale CSM is an exciting new role at ClickUp. Scale CSMs work with customers in proactive and reactive 1:1 interactions for high-impact objectives and through 1:many success programs to target specific customer groups with automated digital outreach. They manage a higher volume of customers using a team-based approach and leveraging data-driven programs to support customers with timely and relevant resources throughout their journey. 
 
Scale CSMs use robust customer data to help to identify ways to deliver increased value through broader and more mature use of ClickUp.com
 
Part consultant, project manager, and product expert, Scale CSMs are continually focused on helping our customers be more productive and efficient in their team collaboration and communication.
 
 
What you'll do:
  • Understand the entire customer experience, putting customers’ needs first and helping us evolve digital engagement strategies across the customer journey as needed
  • Develop a deep understanding of ClickUp's platform and different use cases to help create customer success best practices to be delivered through a variety of 1:Many forums or to specific customers
  • Engage 1:1 with customers as needed at critical points in the customer journey to ensure the adoption 
  • Manage a pool of customers, 300-700 accounts
  • Engage 1:1 with targeted customers at key points in the customer journey to ensure the adoption of ClickUp.
  • Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as creating email campaigns, custom training/webinars, new collateral, and hosting office hours
  • Represent the voice of the customer and influence the product development roadmap
  • Partner with Consulting and Product teams on upsell, cross-sell, and expansion opportunities
  • Rely heavily on data and analytics to identify customers at risk and engage proactively to mitigate churn risk and provide adoption resources
  • Find new opportunities to implement 1:many programs and tactics that can effectively enable customer value and outcomes in a repeatable and scalable format
  • Test and iterate on Scale program ideas and track results based on common customer positive business outcomes
  • Identify trends for common customer challenges and actively suggest ways to address them
  • Coach customers to become product savvy by effectively diagnosing customer issues and employing best practices in ClickUp
  • Partner cross-functionally to turn customer successes into measurable retention and expansion opportunities
  • Actively monitor and measure your impact on growing customer health, product adoption, and revenue
 
Qualifications (what you have):
  • You have a minimum of 1-2 years of customer-facing account management, support, or project management experience for a modern software organization
  • You are extremely comfortable using and learning new software - spreadsheets, CRM, email marketing, support, automation, productivity, and presentation software are all part of your toolbelt
  • Undergraduate degree preferred
  • Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
  • Experience with building, analyzing, and interpreting customer data to influence stakeholder decision making
  • Experience discovering key goals and steering customer stakeholders with successful plans
  • Exceptional communication and presentation skills (both written and verbal)
  • Experience working with cross-functional teams (Marketing, Finance, Product, Sales, Support)
 
Language skills:
  • Speaking a European language is a plus! (German, Italian, Spanish or French)

ClickUp was founded on a culture of hard work, consistent growth, and a desire to break norms. We’re a values-driven company and hire based on ambition, merit, and a willingness to do what it takes to succeed. We don’t care where you’re from, what you look like, or who you’re in a relationship with—we hire the best people for the job, and create an environment that supports employees on their journey to do the most exciting work of their lives! ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Apply Now

Date Posted

10/20/2022

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