Senior Customer Success Manager

ClickUp is seeking a Senior Customer Success Manager (CSM) to join our dynamic team. This role is pivotal in forging strong relationships with key customers, driving their success, and facilitating growth within ClickUp. The ideal candidate will have a proven track record in a customer-facing role within a SaaS environment, showcasing the ability to lead strategic engagements and foster cross-departmental collaboration.

Key Responsibilities

• Strategic Customer Engagement: Develop and execute comprehensive engagement plans for key accounts to enhance their ClickUp experience and operational efficiency.
• Advanced Client Relationship Building: Establish deep connections with significant stakeholders to fully understand their business objectives.
• Cross-Departmental Leadership: Work alongside various teams to elevate the customer experience and address complex issues.
• Business Growth Development: Spot and act on opportunities for account expansion, collaborating with Sales to increase client investment.
• Customer Representation: Ensure customer perspectives are considered and addressed within the company.
• Workshop and Training Facilitation: Conduct educational sessions to assist customers in maximizing their use of ClickUp.
• Initiative in Strategy Creation: Independently develop customer engagement strategies that align with team and company goals.
• Performance Excellence: Consistently meet and strive to surpass individual performance targets.
• Departmental Contribution: Participate in major initiatives and projects involving multiple teams.
• Mentorship: Guide other CSMs by sharing expertise to improve the customer experience.
• Complex Solution Communication: Clearly articulate complex solutions to customers, turning their needs into actionable outcomes.
• Data-Informed Strategic Decisions: Utilize customer data and trends to guide strategic choices and enhance success metrics.
• Sophisticated Customer Handling: Address challenging customer scenarios with confidence and promote internal collaboration.
• Product Expertise: Maintain comprehensive knowledge of ClickUp's platform and advocate for new feature usage.
• Adaptive Customer Engagement Frameworks: Implement engagement models that respond to market shifts and support business growth.
• Leadership in Negotiation and Program Development: Set an example in customer negotiations and program creation, supporting peers in these areas.
• Cross-Functional Coordination: Lead efforts to provide holistic solutions to valuable clients, setting best practices for future interactions.

Qualifications

• Minimum 5 years in a customer-facing role within a SaaS environment, focusing on Customer Success or Account Management.
• Ability to work within regional time zones.
• Exceptional communication skills with the capacity to build trust and rapport across diverse customer groups.
• Resilience and adaptability in a fast-paced start-up environment.
• Competent problem-solver who can deconstruct complex issues for customers.
• Openness to constructive feedback, with a commitment to personal and professional development.
• Self motivated with a proactive approach to responsibilities.
• Proficiency in project management and guiding customers through transitions.
• Strong business acumen with insights into growing business sectors.
• Confidence in engaging with top level executives to forge relationships and drive business results.
• Proven impact on customer retention and expansion.
• Experience in collaborating with cross functional teams to achieve collective goals.