Manager, Customer Success (AMER)
ClickUp
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 that includes project management, document collaboration, whiteboards, spreadsheets, and AI. With our headquarters based in San Diego and a rapidly expanding global presence, we are shaping the future of work. Join our team at ClickUp, one of the fastest-growing SaaS companies worldwide, and help millions of users be more productive - saving them at least one day every week. 🦄
About the Role
The Role
Team & People Leadership
- Lead and inspire a team of CSMs focused on mid-market to enterprise accounts.
- Drive accountability, execution, and a high-performance culture with clear KPIs and coaching frameworks.
- Mentor and develop CSMs at all levels, from onboarding new hires to leveling up seasoned pros.
- Create clarity in chaos: Navigate ambiguity, shifting priorities, and fast-changing conditions with poise and urgency.
Customer Strategy & Execution
- Oversee execution of our Customer Engagement Process (CEP) across your team’s BoB:
- Adoption accounts: Ensure onboarding is smooth and value realization is fast.
- Expansion accounts: Identify and act on cross-sell, upsell, and new use case opportunities.
- Renewal risk accounts: Intervene early, run risk mitigation plays, and execute save plans.
- Use health scores, adoption data, and renewal timelines to dynamically prioritize accounts at scale.
- Lead and participate in internal renewal strategy calls, deal reviews, and executive business reviews (EBRs).
Cross-functional Collaboration
- Partner closely with Sales, Services, Solutions, and Product to deliver seamless customer experiences.
- Act as a voice of the customer internally—surfacing feedback, blockers, and opportunities to inform roadmaps and strategy.
Qualifications:
- 5+ years in Customer Success, with at least 2 years managing high-performing CSM teams.
- Exceptional prioritization, ownership mindset, and execution horsepower.
- Experience managing B2B SaaS customers at scale (mid-market to enterprise).
- Proven success executing playbooks across onboarding, renewal, expansion, and churn risk.
- Comfortable operating with limited direction in a high-change environment.
- Strong communication and collaboration skills across multiple stakeholders.
- Ability to operate at scale to manage hundreds of accounts, be data driven, and obsessive with ownership mindset.
Bonus Points
- Experience with ClickUp (or similar work management software).
- Familiarity with Gainsight, Salesforce, or other CS tech stacks.
- Ability to interpret customer data and health metrics to drive actions.
- You've built or scaled CS processes in a fast-growth environment.
This Role Is NOT for You If:
- You wait for someone to tell you what to do.
- You’re easily overwhelmed by ambiguity or change.
- You prefer slow, linear execution over bias for action.
Our Culture
#LI-Remote
#LI-JMS
Salary and Benefits
At ClickUp, we believe in transparency and fairness in compensation. The range displayed reflects the minimum and maximum target salaries for the position across all US locations. Please note that the actual compensation for this position may vary and is dependent on factors such as geographic location, interview performance, years of experience, education level, and specific skills. We encourage candidates to discuss compensation expectations during the interview process to ensure alignment with their qualifications and our company’s compensation philosophy.
This position is eligible for the following benefits and perks:
- Equity
- 401k
- Health, Dental, and Vision insurance
- Spending accounts
- Life & Disability
- Paid parental leave
- Flexible paid time off
- Enhanced employee assistance program
- Employee wellness stipend
- Professional development stipend
Unsure if you meet all the qualifications of this job description but are deeply excited about the role? We hire based on ambition, grit, and a passion for improving the way people work. If you think ClickUp is the company for you, we encourage you to apply!
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.
ClickUp collects and processes personal data in accordance with applicable data protection laws.
- If you are a European Job Applicant, see our privacy policy for further details.
- If you are a Philippine Job Applicant, see our privacy policy and our Philippine Data Privacy Notice for further details.
Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.
ClickUp Talent Acquisition will only initiate contact via an @clickup.com email or through our official careers portal on clickup.com. We will never request fees, payments, or sensitive personal information. Please disregard any offers received outside these channels and report them to [email protected].
