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 that includes project management, document collaboration, whiteboards, spreadsheets, and AI. With our headquarters based in San Diego and a rapidly expanding global presence, we are shaping the future of work. Join our team at ClickUp, one of the fastest-growing SaaS companies worldwide, and help millions of users be more productive - saving them at least one day every week. 🦄
As a Senior Customer Success Manager at ClickUp, you will play a pivotal role in driving customer satisfaction and loyalty by fostering strategic relationships and delivering exceptional service. You will leverage your expertise to autonomously execute advanced customer success strategies, surpassing individual targets and contributing to broader organizational goals. Your leadership will be instrumental in guiding cross-functional initiatives, mentoring team members, and enhancing customer experiences through innovative solutions. With a deep understanding of ClickUp's platform and a strategic mindset, you will translate complex business requirements into tangible value, setting new standards for customer engagement and operational effectiveness.
The Role:
Strategic Customer Relationship:
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Design and execute comprehensive strategic roadmaps, aligning client objectives with ClickUp solutions to maximize ROI and operational efficiency.
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Conduct in-depth discovery sessions to understand customer needs and recommend actionable strategies for success.
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Build trusted relationships with key stakeholders, identifying and nurturing client champions to drive adoption and advocacy, and strategically growing accounts to maximize Net Dollar Retention (NDR). Your role will focus on delivering value to customers while identifying expansion opportunities to achieve business growth.
Technical Adoption and Expertise:
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Gather, analyze, and translate functional and technical requirements into tailored ClickUp solutions, working with internal teams to scope and implement integrations where necessary.
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Serve as a product expert, advising customers on how to leverage ClickUp’s features to streamline workflows, improve productivity, and solve complex business challenges.
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Act as a technical advocate for customers, ensuring their success is reflected across ClickUp's internal teams.
Data-Driven Insights:
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Analyze customer product usage data and translate it into actionable recommendations, ensuring measurable progress against strategic and technical desired outcomes.
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Conduct ROI analysis to showcase the tangible benefits of ClickUp solutions, guiding customers on optimizing their investment and realizing value.
Driving Engagement & Adoption:
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Proactively engage in a personalized approach with customers to evaluate progress, address roadblocks, and uncover new opportunities for success.
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Lead customers through the onboarding journey, ensuring they are fully trained on ClickUp’s features and functionality, and assist in troubleshooting any initial setup challenges.
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Facilitate the implementation phase, ensuring timely deployment of ClickUp solutions, coordinating cross-functional teams to meet customer requirements and driving effective platform integration.
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Collaborate with customers to establish clear business goals, success metrics, and timelines, ensuring alignment with broader customer outcomes
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Deepen customer knowledge and enhance adoption by quickly grasping and implementing new product updates or features
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Troubleshoot and resolve intricate customer issues, leveraging technical expertise and collaboration with cross-functional teams to deliver solutions.
Cultural Fit, Growth Opportunities, & Leadership:
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Prioritize the customer experience, lead by example, be a doer, and monitor adherence to policies and procedures.
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Act as a mentor and coach to less experienced team members, sharing best practices and fostering a culture of continuous improvement.
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Contribute to the development and optimization of regional and global operational processes to enhance customer outcomes.
Qualifications:
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Minimum 3 years in a customer-facing role within a SaaS environment, preferably in Customer Success with some experience in Professional Services, Onboarding and Implementation.
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Proven ability to design and deliver customized implementation plans, ensuring that solutions align with client business objectives and technical requirements.
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Excellent communication and interpersonal skills, capable of building trust with customers.
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Proven experience being a doer and taking a programmatic approach to account management, proactively finding insights and executable actions.
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Resilient and adaptable, especially in a fast-paced startup environment.
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Hands-on experience with change management practices to help customers navigate organizational shifts and adopt new software solutions effectively.
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Proven experience in managing end-to-end strategic responsibilities and change management for customers, building scalable hierarchies and platforms, project management, business process improvement, and managing scope of customer projects.
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Comfortable speaking with executives, fostering relationships, and turning business objectives into results.
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Strong problem-solving abilities, able to simplify complex issues for customers.
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Experience in working with various teams to achieve customer outcomes (Marketing, Finance, Product, Sales, Support).
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Deep understanding of Customer Success SaaS technology, like CRM, Salesforce, Gainsight, Outreach, Front, Apollo, Tableau, or others
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Ability to operate within regional time zones.
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Positive attitude, self-driven, proactive, empathetic, and high energy
Bonus:
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Passion for using unconventional approaches to unlock value for customers, such as implementing creative processes or tools beyond the standard stack.
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Experience in SaaS, PPM software, or collaborative work management (CWM) tools such as Monday, Wrike, Planview, Changepoint, CA, Mavenlink, Workfront, etc.
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Experience with relevant enterprise solutions such as JIRA, ServiceNow, SFDC, Oracle, SAP, Workday, Netsuite, etc.
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PMP or Agile Scrum certified.
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Salary and Benefits
At ClickUp, we believe in transparency and fairness in compensation. The range displayed reflects the minimum and maximum target salaries for the position across all US locations. Please note that the actual compensation for this position may vary and is dependent on factors such as geographic location, interview performance, years of experience, education level, and specific skills. We encourage candidates to discuss compensation expectations during the interview process to ensure alignment with their qualifications and our company’s compensation philosophy.
This position is eligible for the following benefits and perks:
- Equity
- 401k
- Health, Dental, and Vision insurance
- Spending accounts
- Life & Disability
- Paid parental leave
- Flexible paid time off
- Sabbatical program
- Enhanced employee assistance program
- Employee wellness stipend
- Professional development stipend
USA Salary Range (OTE)
$125,000—$162,500 USD
Unsure if you meet all the qualifications of this job description but are deeply excited about the role? We hire based on ambition, grit, and a passion for improving the way people work. If you think ClickUp is the company for you, we encourage you to apply!
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.
ClickUp collects and processes personal data in accordance with applicable data protection laws.
- If you are a European Job Applicant, see our privacy policy for further details.
- If you are a Philippine Job Applicant, see our privacy policy and our Philippine Data Privacy Notice for further details.
Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.
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What We Do
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 that includes project management, document collaboration, whiteboards, spreadsheets, and AI. With our headquarters based in San Diego and a rapidly expanding global presence, we are shaping the future of work. Join our team at ClickUp, one of the fastest-growing SaaS companies worldwide, and help millions of users be more productive - saving them at least one day every week.
Why Work With Us
ClickUppers are highly passionate, energetic, and unique people that align in the mission of saving people time and making the world more productive. We're the newcomer, the underdog, but that's where we thrive. Let’s make the world more productive!
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