Customer Success Manager

ClickUp is seeking a Customer Success Manager to join their team and support their largest customers in maximizing the value they receive from the platform. The role involves building strong relationships with key stakeholders, advocating for customer needs within the organization, and developing and executing customer success plans. The Customer Success Manager will collaborate with various teams to enhance the customer experience and ensure successful onboarding and ongoing support. Additionally, they will identify opportunities for expansion and work closely with the Sales team.

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 your 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 up

• Minimum 3 years of SaaS experience in a customer-facing role
• Experience in building and executing customer success and engagement plans
• Ability to develop and nurture strong relationships with key account advocates
• Strong communication and interpersonal skills
• Ability to serve as the internal spokesperson and champion for customer needs
• Collaborative mindset and ability to work with cross-functional teams
• Knowledge of project management and productivity tools
• Ability to identify opportunities for expansion and growth within existing customer base
• Experience in monitoring and calculating risk based on product adoption and customer health
• Strong analytical and problem-solving skills
• Ability to schedule and conduct regular productivity syncs and business reviews with customers
• Knowledge of best practices in customer success and ability to develop new playbooks based on customer trends and product usage.

• Competitive salary and compensation package
• Opportunity to increase net revenue within your book of business
• Regular productivity syncs and business reviews with customers
• Recommendations to enhance the value of customers' product usage
• Opportunities for customer references and case studies
• Development of deep understanding of the product
• Ability to recommend features and functionality that meet customers' specific business needs
• Development of best practices and new playbooks based on customer trends and product usage
• Minimum 3 years of SaaS experience in a customer-facing role
• Strong communication and interpersonal skills
• Knowledge in project management, business process redesign, and change management
• Strong business acumen
• 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
• Potential 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