Customer Success Manager

ClickUp is seeking a Customer Success Manager to join their team and assist their largest customers in maximizing their use of the ClickUp productivity platform. The role involves ensuring that ClickUp's solutions align with customers' business goals, leading to valuable outcomes throughout their customer journey. The Customer Success Manager will focus on enhancing customer ROI and retention, facilitating growth, and serving as the internal advocate for customer needs within the organization. This position requires a minimum of 3 years of SaaS experience in a customer-facing role.

• Develop and nurture strong connections and relationships with key account advocates, including end users, financial decision-makers, and executive-level leaders.
• Serve as the internal spokesperson and champion for customer's needs and requirements throughout the organization.
• Build, own, and execute customer success and engagement plans.
• Collaborate with cross-functional teams (Sales, Solutions, Product, Professional Services, and Support) to enhance customer experience.
• Coordinate post-sale handoffs, ensure successful onboarding and service interactions, and guide issue escalation and resolution.
• Uncover opportunities for expansion and growth and partner with Sales to upsell and increase net revenue within the book of business.
• Monitor and calculate risk based on product adoption, customer health, renewal forecasts, and growth opportunities.
• Schedule regular productivity syncs and business reviews with customers to understand their needs and goals, and offer recommendations to enhance the value of their ClickUp usage.
• Identify opportunities for customer references and case studies.
• Develop a deep understanding of the product to recommend features and functionality that meet customers' specific business needs.
• Help to develop best practices and new playbooks based on customer trends, risks, and product usage.

• Minimum 3 years of SaaS experience in a customer-facing role
• Strong connections and relationships with key account advocates
• Ability to serve as the internal spokesperson and champion for customer's needs and requirements
• Experience in building, owning, and executing customer success and engagement plans
• Collaboration with cross-functional teams to enhance customer experience
• Ability to coordinate post-sale handoffs, ensure successful onboarding and service interactions, and guide issue escalation and resolution
• Ability to uncover opportunities for expansion and growth and partner with Sales to upsell and increase net revenue
• Monitoring and calculating risk based on product adoption, customer health, renewal forecasts, and growth opportunities
• Experience in scheduling regular productivity syncs and business reviews with customers to understand their needs and goals
• Ability to identify opportunities for customer references and case studies
• Deep understanding of the product to recommend features and functionality that meet customers' specific business needs
• Ability to help develop best practices and new playbooks based on customer trends, risks, and product usage.

• Competitive salary and compensation package
• Opportunity to increase net revenue within your book of business
• Monitor and calculate risk based on product adoption, customer health, renewal forecasts, and growth opportunities
• Schedule regular productivity syncs and business reviews with customers to understand their needs and goals
• Offer recommendations to enhance the value of customers' ClickUp usage
• Identify opportunities for customer references and case studies
• Develop a deep understanding of the product to recommend features and functionality that meet customers' specific business needs
• Help to develop best practices and new playbooks based on customer trends, risks, and product usage
• Strong communication and interpersonal skills
• Ability to build rapport and trust with customers
• Knowledgeable in project management, business process redesign, and change management
• Strong business acumen and comprehension of expanding business units
• Ability to speak with C-suite-level executives and translate business goals into outcomes
• Proven track record of driving customer retention and growth
• Experience working with cross-functional teams (Marketing, Finance, Product, Sales, Support)
• Opportunity to work with all customer segments (SMB, Mid-Market, and Enterprise)
• Values-driven company with a culture of hard work and consistent growth
• Equal Opportunity Employer