Director, Customer Experience
About The Position
At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀 As we continue to grow, we're looking for a dynamic leader to oversee our Digital Adoption & Premium Support teams, ensuring our customers receive exceptional service and achieve maximum value from our platform. Our Digital Adoption and Premium Support motions are high touch, relationship based Support teams that provide our highest quality of hands-on support directly to our customers. Role Overview: The Director of Customer Experience will lead the strategy, operations, and performance of our Digital Adoption & Premium Support 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, ideally direct experience managing at the intersection of Support & Services.
- 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, and our Premium Support service offering.
- 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 expanded program and service offerings.
- 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
Director
Education Level
No Education Listed
