[Remote] Senior CSM (Customer Success Manager)
Note: The job is a remote job and is open to candidates in USA. ClickUp is redefining the future of work with its innovative AI-driven platform. They are seeking a Senior Customer Success Manager to act as a strategic partner for customers, focusing on relationship management, onboarding, and ensuring long-term success through ClickUp’s capabilities.
Responsibilities
- Lead or support the end-to-end onboarding and implementation of ClickUp, from discovery and solution design to training and go-live support
- Translate functional and technical requirements into scalable ClickUp solutions, including workflows, templates, hierarchies, and automations
- Guide customers through foundational setup, integration, and enablement, while promoting best-practices and system governance and change management
- Monitor seat utilization, adoption trends, and Champion/Stakeholder engagement
- Build and execute adoption plans and account reviews to maintain or improve health
- Identify risks early and build recovery plans in partnership with the account team
- Deliver ongoing change management and enablement, ensuring customers continue to evolve and mature with the platform
- Conduct Intake → Execution → Reporting (IER) cycles for key workflows
- Lead discovery sessions to map current-state vs. future-state processes
- Recommend optimizations and create workflow templates to scale across teams
- Drive adoption of ClickUp AI and build custom workflow Agents tied to customer use cases
- Partner with customers to define and deliver new AI automations that align with business KPIs
- Provide technical training and consultation on AI and automation best practices, including prompt design, agent architecture, and scaling use cases across teams
- Track and report AI usage and credit consumption against plan
- Serve as the technical partner to assigned accounts, connecting adoption to business value
- Generate qualified leads through data-driven insights and AI usage analysis
- Drive cross-functional alignment to position renewals, expansions, and AI upsells
- Act as the voice of the customer, translating business objectives and pain points into actionable insights for Product, Engineering, and Support
- Partner with account teams to maintain alignment between delivery and success
Skills
- Strong relationship management skills
- Deep understanding of ClickUp's platform and capabilities
- Customer-first mindset
- Experience in developing success plans
- Guiding onboarding and adoption
- Ensuring stakeholders see continuous value throughout their lifecycle
- Support technical initiatives like process optimization, workflow design, and AI enablement
- Ownership of overall health, engagement, and strategic direction of accounts
- Cross-functional collaboration with Sales, Product, and Support
- Customer Enablement & Onboarding experience
- Account Health & Engagement management
- Process Optimization & Solution Design skills
- Innovation Adoption & Workflow Automation experience
- Technical Acumen: Deep understanding of ClickUp platform capabilities, automation logic, integrations, and AI Agent functionality
- AI Expertise: Familiar with generative AI concepts, prompt design, and automation frameworks
- Consultative Discovery: Exceptional at workflow analysis, process design, and identifying friction points
- Project and Program Management skills
- Data and Reporting proficiency
- Customer Engagement: Executive presence and strong communication skills
- Account Ownership: Full accountability for assigned book of business
- Collaboration and Influence: Works cross-functionally with account team, Product, and Sales
Company Overview
- ClickUp is the world’s first Converged AI Workspace, bringing together all work apps, data, and workflows. It was founded in 2017, and is headquartered in San Diego, California, USA, with a workforce of 501-1000 employees. Its website is https://clickup.com.
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