About The Position
At ClickUp, we’re not just building software. We’re architecting the future of work! In a world overwhelmed by work sprawl, we saw a better way. That’s why we created the first truly converged AI workspace, unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI, empowering millions of teams to break free from silos, reclaim their time, and unlock new levels of productivity. At ClickUp, you’ll have the opportunity to learn, use, and pioneer AI in ways that shape not only our product, but the future of work itself. Join us and be part of a bold, innovative team that’s redefining what’s possible! 🚀 About Us: At ClickUp, we're on a mission to make the world more productive. Our platform simplifies work and collaboration for teams of all sizes. As we continue to grow, we're looking for a dynamic leader to oversee our Digital Adoption team, ensuring our customers receive exceptional service and achieve maximum value from our platform. Our Digital Adoption team is a proactive support team engaging with users at key moments in their customer journey through email, phone, video (zoom) and live chat. Role Overview: The Director of Customer Experience will lead the strategy, operations, and performance of our Digital Adoption teams. This role is critical in driving customer satisfaction, retention, and product adoption. You'll work cross-functionally to align customer experience initiatives with company goals, while empowering your teams to deliver world-class support and proactive customer engagement at the highest standard.
Requirements
- 8+ years of experience in customer experience, customer success, or support leadership roles, preferably in SaaS.
- AI-first approach to problem-solving and operations, with demonstrable success leveraging AI to drive impact and scalability.
- Proven track record of managing and scaling high-performing global teams.
- Strong understanding of support service models and proactive support strategies.
- Excellent communication and interpersonal skills, with the ability to influence and collaborate across teams.
- Data-driven mindset with experience analyzing metrics to inform decisions.
- Passion for delivering exceptional customer experiences and fostering long-term customer loyalty.
Responsibilities
- Develop and execute the vision and strategy for our Digital Adoption program.
- Lead, mentor, and inspire a high-performing global team of managers and specialists.
- Establish and track KPIs to measure team performance and customer success.
- Partner with GTM teams to design and continuously improve support services that reinforce customer health and deliver measurable value.
- Identify and drive initiatives that help customers maximize the value of ClickUp through effective onboarding, adoption, and engagement programs.
- Collaborate with Marketing and Lifecycle teams to build timely, targeted engagements that support product campaigns and drive customer adoption.
- Analyze customer engagement data to identify trends and opportunities for proactive support campaigns.
- Define and communicate proactive support standards, frameworks, and success metrics across the organization.
- Build excellence and scalability through an AI-first approach to operations and processes.
- Optimize tools and workflows to improve efficiency and enable high-quality scaling.
- Foster a culture of operational rigor and precision at scale.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1-10 employees
