Senior Customer Success Manager

ClickUp; City Of London; Remote; GBP 80,000 - 100,000; Full time

Job summary

A leading software company in the UK is seeking a Senior Customer Success Manager to enhance customer engagement and drive growth. The ideal candidate will have over 5 years of experience in customer-facing roles within a SaaS environment and demonstrate exceptional problem-solving and communication skills. This position offers the opportunity to work in a dynamic team and positively impact customers' experience and success.

Qualifications

• Minimum 5 years in a customer-facing role within a SaaS environment.
• Ability to work within regional time zones.
• Openness to constructive feedback and personal development.
• Self-motivated with a proactive approach.
• Confidence in engaging with top-level executives.

Responsibilities

• Develop engagement plans for key accounts.
• Build deep connections with significant stakeholders.
• Work with teams to elevate customer experience.
• Spot opportunities for account expansion.
• Conduct training sessions for customers.

Skills

Exceptional communication skills

Strong business acumen

Resilience and adaptability

Problem-solving abilities

Project management proficiency

Experience engaging with executives

Job description

At ClickUp were not just building software. Were architecting the future of work! In a world overwhelmed by work sprawl we saw a better way. Thats 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 youll 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 thats redefining whats possible!

ClickUp is seeking a Senior Customer Success Manager (CSM) to join our dynamic team. This role is pivotal in forging strong relationships with key customers driving their success and facilitating growth within ClickUp. The ideal candidate will have a proven track record in a customer-facing role within a SaaS environment showcasing the ability to lead strategic engagements and foster cross-departmental collaboration.

Key Responsibilities

• Strategic Customer Engagement : Develop and execute comprehensive engagement plans for key accounts to enhance their ClickUp experience and operational efficiency.
• Advanced Client Relationship Building : Establish deep connections with significant stakeholders to fully understand their business objectives.
• Cross-Departmental Leadership : Work alongside various teams to elevate the customer experience and address complex issues.
• Business Growth Development : Spot and act on opportunities for account expansion collaborating with Sales to increase client investment.
• Customer Representation : Ensure customer perspectives are considered and addressed within the company.
• Workshop and Training Facilitation : Conduct educational sessions to assist customers in maximizing their use of ClickUp.
• Initiative in Strategy Creation : Independently develop customer engagement strategies that align with team and company goals.
• Performance Excellence : Consistently meet and strive to surpass individual performance targets.
• Departmental Contribution : Participate in major initiatives and projects involving multiple teams.
• Mentorship : Guide other CSMs by sharing expertise to improve the customer experience.
• Complex Solution Communication : Clearly articulate complex solutions to customers turning their needs into actionable outcomes.
• Data-Informed Strategic Decisions : Utilize customer data and trends to guide strategic choices and enhance success metrics.
• Sophisticated Customer Handling : Address challenging customer scenarios with confidence and promote internal collaboration.
• Product Expertise : Maintain comprehensive knowledge of ClickUps platform and advocate for new feature usage.
• Adaptive Customer Engagement Frameworks : Implement engagement models that respond to market shifts and support business growth.
• Leadership in Negotiation and Program Development : Set an example in customer negotiations and program creation supporting peers in these areas.
• Cross-Functional Coordination : Lead efforts to provide holistic solutions to valuable clients setting best practices for future interactions.

Qualifications

• Minimum 5 years in a customer-facing role within a SaaS environment focusing on Customer Success or Account Management.
• Ability to work within regional time zones.
• Exceptional communication skills with the capacity to build trust and rapport across diverse customer groups.
• Resilience and adaptability in a fast-paced start-up environment.
• Competent problem-solver who can deconstruct complex issues for customers.
• Openness to constructive feedback with a commitment to personal and professional development.
• Self-motivated with a proactive approach to responsibilities.
• Proficiency in project management and guiding customers through transitions.
• Strong business acumen with insights into growing business sectors.
• Confidence in engaging with top-level executives to forge relationships and drive business results.
• Proven impact on customer retention and expansion.
• Experience in collaborating with cross-functional teams to achieve collective goals.

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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 persons journey to build their boldest career.

C lickUp 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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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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Required Experience

Manager

Key Skills

Debugging,Remote Access Software,IT Service Management,IOS,Multithreading,VPN,Neo4j,FISMA,SSO,Github,Google Suite,Troubleshooting

Employment Type: Full Time

Experience: years

Vacancy: 1