Customer Success Manager

Job Description

ClickUp is seeking a Customer Success Manager to enhance customer satisfaction and loyalty. The role involves building strategic relationships with clients, offering excellent service, and requires someone who thrives in a startup environment. The ideal candidate embodies ClickUp's core values and has a background in customer success within a SaaS setting.

The Customer Success Manager will work with both small- to mid-market clients and dedicated accounts, employing both scaled and personalized engagement strategies.

Responsibilities include:

• Developing and managing engagement plans for a diverse client portfolio using both scaled and personalized approaches.
• Conducting in-depth discovery sessions to understand customer needs and recommend actionable strategies for success.
• Building trusted relationships with key stakeholders, identifying and nurturing client champions to drive adoption and advocacy.
• Gathering, analyzing, and translating functional and technical requirements into tailored ClickUp solutions.
• Serving as a product expert, advising customers on leveraging ClickUp’s features to streamline workflows and solve complex business challenges.
• Analyzing customer product usage data and translate it into actionable recommendations.
• Conduct ROI analysis to showcase the tangible benefits of ClickUp solutions.
• Proactively engaging with customers to evaluate progress, address roadblocks, and uncover new opportunities for success.
• Collaborating with customers to establish clear business goals, success metrics, and timelines.
• Prioritizing the customer experience, lead by example, be a doer, and monitor adherence to policies and procedures.
• Contributing to the development and optimization of regional and global operational processes.

Requirements include:

• Minimum 2 years of experience in a customer-facing SaaS role, preferably in Customer Success or Account Management.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers of various levels and segments.
• Resilient and adaptable, especially in a fast-paced startup environment.
• Understanding of industry-specific workflows, particularly in services, software development, marketing, and PMO.
• Experience in working with various teams to achieve customer outcomes (Marketing, Finance, Product, Sales, Support).
• Experience with Customer Success SaaS technology such as CRM, Salesforce, Tableau , Outreach, Apollo, Front, and others.
• Ability to operate within regional time zones.
• Positive attitude, self-driven, proactive, empathetic, and high energy.