Manager, Customer Success

At ClickUp, we’re not just building software. We’re architecting the future of work! In a world overwhelmed by work sprawl, we saw a better way. That’s why we created the first truly converged AI workspace, unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI, empowering millions of teams to break free from silos, reclaim their time, and unlock new levels of productivity. At ClickUp, you’ll have the opportunity to learn, use, and pioneer AI in ways that shape not only our product, but the future of work itself. Join us and be part of a bold, innovative team that’s redefining what’s possible! 🚀

We’re in search of an experienced Customer Success leader who will be responsible for coaching, mentoring and growing our new team in the Philippines, while also driving customer satisfaction and platform growth. You'll have an opportunity to continue building out an amazing team, contribute to the development of new global processes and procedures, partner with like minded business leaders from the GTM organisation, and work with some of the world's best known brands to ensure they have an amazing experience with your Customer Success Team.

Ultimately we’re looking for a player-coach who can move fast, knows how to hustle, and is not afraid to get their hands dirty by jumping on customer calls, help out their team members with risk mitigation, or manage a small book of business themselves. You'll help build out the team by continuing to hire amazing people who share our core values, motivate and coach them to ensure successful outcomes for our customers, and ensure your team is hitting their customer engagement, expansion and churn & contraction targets.

The Role:

• Coach, mentor and grow our new team in the Philippines, managing the day-to-day operations of a team of 8-12 Customer Success Managers (CSMs), including data analysis, goal setting, career development, performance management, and process improvement.

• Manage the day to day operations of the Philippines Customer Success team, with a focus on customer engagement, expansion, churn and contraction.

• Partner with various leadership teams to build out new strategies and processes.

• Lead key initiatives for Customer Success, guiding the strategic direction to refine, optimize, and scale the business.

• Source and implement a one-to-many automated client success tool and develop associated processes.

• Develop and maintain strong collaborative ties with sales, onboarding, marketing, and product teams to enhance the customer experience.

• Provide valuable insights from customers to our product, development, and marketing teams, reinforcing ClickUp's position as an industry leader.

• Contribute to the definition, development and improvement of both regional and global operational processes.

• Construct a fun, high-energy environment where your team love coming to work and feel as if they’re being developed towards their fullest potential.

• Prioritise the customer experience, lead by example, and monitor adherence to customer success policies and procedures across your reports.

• Strategically grow and expand client relationships at all levels within the organization, taking ownership of Gross Revenue Retention (GRR), Net Revenue Retention (NRR) Targets, and Utilisation Targets.

• Carry a small book of business, managing a handful of customers yourself.

Qualifications:

• Minimum 3+ years of customer success management experience, preferably in a SaaS environment.

• Minimum 5+ years of customer success experience, preferably in a SaaS environment.

• Proven results in building and executing within a customer success organisation.

• Strong project management, people management, communication, negotiation, and coaching skills.

• Strong customer-facing and presentation skills, with the ability to establish credibility with executives.

• Familiarity with customer success metrics such as GRR, MRR, ARR, and Churn.

• Positive attitude, high energy and a Getting Things Done (GTD) mindset.

• A strong sense of empathy for customers and stakeholders, with a keen understanding of their perspectives.

• Some travel may be required based on client needs.

Bonus If You Have:

• Experience in Professional Services or Consulting, including project build out.

• 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, SalesForce, Oracle, SAP, Workday, Netsuite, etc.

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!

At ClickUp, we assess every candidate based on the potential impact they can have. We hire the best people for the job and support each person’s journey to build their boldest career.

Equal Opportunity Employer

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.

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Visa Sponsorship

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.

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