What are the responsibilities and job description for the Customer Success Manager position at ClickUp?
ClickUp is looking for a Customer Success Manager to join our team and help our biggest customers get the most out of ClickUp. As a Customer Success Manager, your role will be to make sure ClickUp's solutions match our customers' business goals, leading to valuable outcomes throughout their customer journey. You'll focus on enhancing customer ROI and retention, ensuring their satisfaction, and facilitating their growth.
In this dynamic and rapidly evolving digital landscape, the seamless coordination and efficient management of tasks and projects have become paramount. The Customer Success Manager role will be instrumental in assisting and empowering ClickUp, a cutting-edge productivity platform, to thrive and provide top-notch solutions. While your expertise will be utilized by ClickUp, Leap will serve as your Employer of Record in the Philippines. This unique collaboration will create an environment where your talent can truly shine, making a significant impact on the productivity and success of ClickUp's operations.
The Role
- Develop and nurture strong connections and relationships with key account advocates, including end users, financial decision-makers, and executive-level leaders.
- Serve as the internal spokesperson and champion for your customer's needs and requirements throughout the organization.
- Build, own, and execute customer success and engagement plans.
- Collaborate with cross-functional teams (Sales, Solutions, Product, Professional Services, and Support) to enhance customer experience.
- Coordinate post-sale handoffs, ensure successful onboarding and service interactions, and guide issue escalation and resolution.
- Uncover opportunities for expansion and growth and partner with Sales to upsell and increase net revenue within your book of business.
- Monitor and calculate risk based on product adoption, customer health, renewal forecasts, and growth opportunities.
- Schedule regular productivity syncs and business reviews with customers to understand their needs and goals, and offer recommendations to enhance the value of their ClickUp usage.
- Identify opportunities for customer references and case studies.
- Develop a deep understanding of the product to recommend features and functionality that meet customers' specific business needs.
- Help to develop best practices and new playbooks based on customer trends, risks, and product usage.
Qualifications
- Minimum 3 years of SaaS experience in a customer-facing role, preferably in Customer Success, Account Management, or Professional Services.
- Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
- You are knowledgeable in project management, business process redesign, and change management.
- Strong business acumen and a deep comprehension of the requirements for expanding business units.
- Ability to speak with C-suite-level executives, build relationships, and translate business goals into outcomes.
- Proven track record of driving customer retention and growth.
- Experience working with cross-functional teams to deliver results (Marketing, Finance, Product, Sales, Support).
- This CSM role will potentially work with all customer segments (SMB, Mid-Market, and Enterprise). However, experience working with Enterprise and Mid-Market customers is highly preferred.
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