Senior Customer Success Manager

The Role:

• Design and execute comprehensive strategic roadmaps, aligning client objectives with ClickUp solutions to maximize ROI and operational efficiency.
• Conduct in-depth discovery sessions to understand customer needs and recommend actionable strategies for success.
• Build trusted relationships with key stakeholders, identifying and nurturing client champions to drive adoption and advocacy, and strategically growing accounts to maximize Net Dollar Retention (NDR). Your role will focus on delivering value to customers while identifying expansion opportunities to achieve business growth.

• Gather, analyze, and translate functional and technical requirements into tailored ClickUp solutions, working with internal teams to scope and implement integrations where necessary.
• Serve as a product expert, advising customers on how to leverage ClickUp’s features to streamline workflows, improve productivity, and solve complex business challenges.
• Act as a technical advocate for customers, ensuring their success is reflected across ClickUp's internal teams.

• Analyze customer product usage data and translate it into actionable recommendations, ensuring measurable progress against strategic and technical desired outcomes.
• Conduct ROI analysis to showcase the tangible benefits of ClickUp solutions, guiding customers on optimizing their investment and realizing value.

• Proactively engage in a personalized approach with customers to evaluate progress, address roadblocks, and uncover new opportunities for success.
• Collaborate with customers to establish clear business goals, success metrics, and timelines, ensuring alignment with broader customer outcomes
• Deepen customer knowledge and enhance adoption by quickly grasping and implementing new product updates or features
• Troubleshoot and resolve intricate customer issues, leveraging technical expertise and collaboration with cross-functional teams to deliver solutions.
• Adapt new strategies based on customer feedback and customer relationship or behavior changes.

• Prioritize the customer experience, lead by example, be a doer, and monitor adherence to policies and procedures.
• Act as a mentor and coach to less experienced team members, sharing best practices and fostering a culture of continuous improvement.
• Contribute to the development and optimization of regional and global operational processes to enhance customer outcomes.

Qualifications:

• Minimum 3 years in a customer-facing role within a SaaS environment, preferably in Customer Success, Professional Services, or post-sales account management
• Excellent communication and interpersonal skills, capable of building trust with customers.
• Proven experience being a doer and taking a programmatic approach to account management, proactively finding insights and executable actions.
• Resilient and adaptable, especially in a fast-paced startup environment.
• Deep understanding of industry-specific workflows, particularly in the core 4 - services, software development/EPD, marketing, and PMO.
• Proven experience in managing end-to-end strategic responsibilities and change management for customers, building scalable hierarchies and platforms, project management, business process improvement, and managing scope of customer projects.
• Comfortable speaking with executives, fostering relationships, and turning business objectives into results.
• Strong problem-solving abilities, able to simplify complex issues for customers.
• Experience in working with various teams to achieve customer outcomes (Marketing, Finance, Product, Sales, Support).
• Deep understanding of Customer Success SaaS technology, like CRM, Salesforce, Gainsight, Outreach, Front, Apollo, Tableau, or others
• Ability to operate within regional time zones.
• Positive attitude, self-driven, proactive, empathetic, and high energy

Bonus:

• Passion for using unconventional approaches to unlock value for customers, such as implementing creative processes or tools beyond the standard stack.
• Experience in SaaS, PPM software, or collaborative work management (CWM) tools such as Monday, Wrike, Planview, Changepoint, CA, Mavenlink, Workfront, etc.
• Experience with relevant enterprise solutions such as JIRA, ServiceNow, SFDC, Oracle, SAP, Workday, Netsuite, etc.
• PMP or Agile Scrum certified.
  
  
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