Senior Customer Success Manager

ClickUp; United Kingdom; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading software company in the UK seeks a Senior Customer Success Manager to enhance customer relationships and drive growth. This role requires at least 5 years of experience in a customer-facing SaaS position, focusing on building strategic engagements and collaboration across departments. If you are ambitious about improving work processes, we encourage you to apply.

Qualifications

• Minimum 5 years in a customer-facing role within a SaaS environment.
• Ability to work across regional time zones.
• Exceptional communication skills.
• Resilience and adaptability in fast-paced environments.
• Strong problem-solving abilities.

Responsibilities

• Develop and execute engagement plans for key accounts.
• Establish deep connections with stakeholders.
• Work with various teams to elevate the customer experience.
• Identify opportunities for account expansion.
• Conduct educational sessions for customers.

Skills

Customer Success

Account Management

Communication

Problem Solving

Project Management

Business Acumen

Job description

Overview

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.

At ClickUp, we’re architecting the future of work with a converged AI workspace that unifies tasks, docs, chat, calendar, and enterprise search, powered by context-driven AI. You’ll have the opportunity to learn, use, and pioneer AI as part of a bold, innovative team redefining what’s possible.

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 with various teams to elevate the customer experience and address complex issues.
• Business Growth Development: Identify opportunities for account expansion and collaborate 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 help customers maximize 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 to improve the customer experience.
• Complex Solution Communication: Clearly articulate complex solutions to customers and translate needs into actionable outcomes.
• Data-Informed Strategic Decisions: Use customer data and trends to guide strategic choices and improve success metrics.
• Sophisticated Customer Handling: Address challenging customer scenarios with confidence and promote internal collaboration.
• Product Expertise: Maintain comprehensive knowledge of ClickUp’s platform and advocate for new feature usage.
• Adaptive Engagement Frameworks: Implement engagement models that respond to market shifts and support business growth.
• Leadership in Negotiation and Program Development: Model effective negotiation and program development, supporting peers.
• Cross-Functional Coordination: Lead efforts to provide holistic solutions for valuable clients and establish best practices.

Qualifications

• Minimum 5 years in a customer-facing role within a SaaS environment, focusing on Customer Success or Account Management.
• Ability to work across regional time zones.
• Exceptional communication skills with the ability to build trust across diverse customer groups.
• Resilience and adaptability in a fast-paced startup environment.
• Strong problem-solving ability to deconstruct complex issues for customers.
• Openness to constructive feedback and a commitment to personal and professional development.
• Self-motivation and 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 results.
• Proven impact on customer retention and expansion.
• Experience collaborating with cross-functional teams to achieve collective goals.

Unsure if you meet all the qualifications but excited about the role? We hire based on ambition, grit, and a passion for improving the way people work. If ClickUp is the company for you, we encourage you to apply.

ClickUp assesses every candidate based on potential impact. We hire the best people for the job and support each person’s journey to build their boldest career.

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. ClickUp collects and processes personal data in accordance with applicable data protection laws.

For European job applicants, see our privacy policy for details. For Philippine job applicants, see our privacy policy and Philippine Data Privacy Notice for details.

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 based on business needs for that role. Reach out to the recruiter with any questions.

ClickUp Talent Acquisition will initiate contact via an @clickup.com email or through our official careers portal on clickup.com. We will never request fees, payments, or sensitive personal information. Please disregard any offers received outside these channels and report them to [e-mail].

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other
• Industries: Software Development