Manager of Customer Success

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. 🦄

As the Manager of the Customer Success team in North America, you will be challenged with building and strengthening our amazing team of dedicated Customer Success Managers. You’ll work alongside sales and other customer success leaders with hiring, training, coaching, and leading a team of CSMs in a fast-paced and rapidly changing environment. You will also have a strong voice at the leadership table as we define and execute on our global CS strategy.

The ClickUp product is super unique because our customers used it for both simple and very complex use cases. Our Success team brings a credible advisory voice in guiding our customers in their usage and roadmap for their productivity transformation. As a leader, you will orchestrate the people, processes, and systems that help your team to be the advocate our customers need.

ClickUp is ready to bring you on board to be a part of our exciting journey!

The Role:

• Develop close relationships with sales, onboarding, marketing, and product to understand customer challenges and needs and proactively surface opportunities for improvements to the customer experience. Understand the customer challenges and needs and proactively surface opportunities for improvements to the customer experience.
• Work with the leadership team to help build and expand our customer success strategy across North America.
• Identify initiatives to maintain and manage customer expectations and satisfaction, as well as encourage platform utilization and growth.
• Manage day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement for a team of 8-12 CSMs.
• Focus on growth and expansion of client relationships strategically at all levels and across various functional areas of the organization, including ownership of GRR, NRR Targets & Activation Targets
• Articulate insights from our customers to our product, development, and marketing teams to help solidify ClickUp as an industry leader.
• Take ownership of key initiatives for CS and lead in the strategic direction to fine-tune, optimize, and scale the business.
• Help to source and establish a one-to-many automated client success tool and associated processes. 

• 3+ years managing a Customer Success Team in a high-growth SaaS company.
• Project management experience is preferred.
• Proven performance of working creatively and collaboratively with cross-functional teams
• Proven ability to identify, create and deliver human and digital-touch campaigns and communication plans that demonstrate our solution’s value to customers
• Familiarity with customer success metrics like GRR, MRR, ARR, and Churn
• Experience in customer relationship management and deep knowledge of different stages of the Customer Journey
• Experience working with different market segments with a deep understanding of the varied needs within each vertical.
• Experience working in a fast-paced startup environment where you feel comfortable making decisions efficiently and communicating them effectively.
• Strong communication skills, with clear verbal communication as well as explicit and mindful written communication skills, with an ability to communicate the impact of your work.
• Strong customer and stakeholder empathy and understanding.