ClickUp – Enterprise Customer Success Manager, US

Job Description

ClickUp is the world’s only all-in-one productivity platform that flexes to the way people want to work. It replaces all individual workplace productivity tools with a single, unified platform including project management, document collaboration, spreadsheets, chat, goals, and more. On a mission to make the world more productive, ClickUp is headquartered in San Diego and scaling remotely and internationally. As one of the fastest-growing SaaS companies in the world, ClickUp helps millions of users to be more productive and save at least one day every week. 🦄

ClickUp is on a mission to make the world more productive. We’re saving thousands of individuals one day a week with the fastest growing productivity app of 2020. We’re the breakout momentum leader in every G2 category we’re in and ready to take off! Our app is the first of its kind that works for everyone from families to Fortune 500 companies.

ClickUp places customers as our absolute foremost priority. We want users to not only experience the best customer success in the industry but also to encounter the best customer experience they’ve ever had. You’ll help customers unlock their potential and raise the standards when it comes to productivity.

This role entails expanding our team and developing the actual ‘success’ part of delivering our product experience. You’ll work alongside leaders as well as the director of sales to ensure smaller teams up to enterprise-level teams have an exceptional onboarding and nurturing experience.

Our product is pretty unique in the sense that it’s highly customizable – this means it can be used for simple use cases but also more complex use cases. The success team will need to have a wide range of understanding of all use cases to recommend and customize the best path for new users.

We are looking for a team player who is: ready to get their hands dirty and onboard our larger teams, train new members of the CS department, and report on key analytics to continually make the success experience even better.

The Role

– Identify initiatives to maintain and manage customer expectations and satisfaction, as well as encourage platform utilization and growth

– Partner with customers to establish clear business goals, timelines, priorities, and metrics of success.

– Lead training for teams, explaining ClickUp features/functionality, and answering user questions.

– Run meetings to assess progress against goals, opportunities for improvement, and impact of ClickUp on team productivity.

– Participate in the assessment of the quality & effectiveness of customer interactions

– Run periodic “health checks” of customers’ Workspaces to make sure they are using functionality optimally.

– Building the team and coaching by example.

-Build, grow, and expand client relationships at all levels and across various functional areas of the organization

– Articulate insights from our customers to our product, development, and marketing teams to help shape ClickUp into an industry leader.

-Host Project Manager onboardings to help set the customer up for success

– Hold Quaterly Business Reivews (QBRs) and Executive Business Reivews (EBRs)

Qualifications

– 5+ years of Customer Success experience in B2B, SaaS/technology, preferably with enterprise or strategic clients.

– You are knowledgeable in project management, business process redesign, and change management.

– You are team player, you enjoy getting your hands dirty when needed.

– Startup experience is a plus and you want to part of a team growing from the ground up!

– Ability to speak with C suite level executives, build relationships, and translate business goals into outcomes. 

– You have great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, you show tact and poise under pressure when dealing with difficult interpersonal situations, and possess a high degree of patience.

-Ability to nurture relationships with amazing clients to ensure they’re finding as much value in our platform as possible.

#LI-AML

ClickUp was founded on a culture of hard work, consistent growth, and a desire to break norms. We’re a values-driven company and hire based on ambition, merit, and a willingness to do what it takes to succeed. We don’t care where you’re from, what you look like, or who you’re in a relationship with—we hire the best people for the job, and create an environment that supports employees on their journey to do the most exciting work of their lives! ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.