Manager, Customer Success (AMER)

• 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.

• 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).

• 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.

• 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.

• 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.

• 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.

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!

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