Senior Manager, Customer Operations

ClickUp; United States; On-site; USD 155,000 - 196,500; Full time

Benefits offered by this job

Equity

401k

Health, Dental, and Vision insurance

Flexible paid time off

Professional development stipend

Job summary

A leading company in the SaaS sector is seeking a Senior Manager for Customer Operations. This role involves shaping operational strategies to enhance customer satisfaction and retention, managing data insights, and engaging cross-functional teams. Ideal candidates will have a proven track record in operations leadership and a passion for driving business success. Join ClickUp and be part of a dynamic team dedicated to productivity and innovation.

Qualifications

• 8+ years in Operations or Strategy roles.
• Experience in customer-facing team leadership.
• Proficient with technology-enabled transformations.

Responsibilities

• Drive annual planning and budgeting processes.
• Lead strategic initiatives for optimizing customer engagement.
• Analyze key financial and operational metrics.

Skills

Leadership

Data Analysis

Project Management

Customer Success

Budget Management

Education

Bachelor's degree

8+ years in Operations/Strategy

Tools

Salesforce

ClickUp

NetSuite

Job description

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ClickUp is the world’s only all-in-one productivity platform that flexes to the way people want to work. It replaces all individual workplace productivity tools with a single, unified platform that includes project management, document collaboration, whiteboards, spreadsheets, and AI. With our headquarters based in San Diego and a rapidly expanding global presence, we are shaping the future of work. Join our team at ClickUp, one of the fastest-growing SaaS companies worldwide, and help millions of users be more productive - saving them at least one day every week.

As a

ClickUp is the world’s only all-in-one productivity platform that flexes to the way people want to work. It replaces all individual workplace productivity tools with a single, unified platform that includes project management, document collaboration, whiteboards, spreadsheets, and AI. With our headquarters based in San Diego and a rapidly expanding global presence, we are shaping the future of work. Join our team at ClickUp, one of the fastest-growing SaaS companies worldwide, and help millions of users be more productive - saving them at least one day every week.

As a Senior Manager, Customer Operations, you will serve as a trusted business partner to the GVP of Solutions and Customer Success and the leaders of our customer-facing teams. This role will drive the operating cadence for the business by unlocking data insights, informing and influencing strategic decisions, and highlighting our greatest opportunities while mitigating risks. You will initially concentrate heavily on our Professional Services and Customer Success business, and the role may also extend to include collaboration with additional customer-facing teams, such as Partners and Solutions Engineering. You'll also represent our stakeholder teams in cross-ClickUp projects and initiatives centered on accelerating customer growth and net revenue retention while enhancing operational efficiency.


The Role:

• Drive annual planning, budgeting, modeling, forecasting, and monthly/quarterly business review functions on behalf of Leadership in collaboration with the Finance team


• Lead and execute strategic initiatives to optimize and transform customer engagement and internal collaboration processes, spanning the entire post-sales journey from onboarding through adoption, expansion and renewal


• Define, analyze, and report on key financial, operational and customer metrics to promote transparency and continuous improvement


• Extract key business insights from qualitative and quantitative data, identify risks and opportunities and create programs to mitigate long-term issues and drive more revenue and higher customer retention


• Develop and maintain compensation and incentive plan structures to drive a culture of accountability and merit-based achievement


• Leverage existing and new systems and technologies to automate and revolutionize our critical business processes and increase team productivity

Qualifications:

• 8+ years in an Operations and/or Strategy role focused on Professional Services, Customer Success, Partners, Solutions/Sales Engineering, or similar functions


• Demonstrated leadership role in building/scaling teams and workflows, preferably in a customer-facing or operations function


• Deep knowledge of Professional Services and Customer Success processes, tools, and metrics


• Expert in managing and analyzing data, including building ad hoc reports and spreadsheet models as well as leveraging business intelligence tools to create executive dashboards


• Experience with managing budgets, running a forecasting cadence, and performing variance analysis


• Effective at engaging and influencing executive stakeholders, building consensus, and driving collaborative change


• Track record of leading technology-enabled business process transformations, including the implementation of new software and the leveraging of AI capabilities


• Direct experience with a SaaS business model, customer journey and core KPIs in a high-growth, global environment


• Proficient with Salesforce, ClickUp, NetSuite or comparable platforms (CRM, CWM, Accounting)

Salary and Benefits
At ClickUp, we believe in transparency and fairness in compensation. The range displayed reflects the minimum and maximum target salaries for the position across all US locations. Please note that the actual compensation for this position may vary and is dependent on factors such as geographic location, interview performance, years of experience, education level, and specific skills. We encourage candidates to discuss compensation expectations during the interview process to ensure alignment with their qualifications and our company’s compensation philosophy.
This position is eligible for the following benefits and perks:

Equity
401k
Health, Dental, and Vision insurance
Spending accounts
Life & Disability
Paid parental leave
Flexible paid time off
Enhanced employee assistance program
Employee wellness stipend
Professional development stipend

USA Salary Range (OTE): $155,000 USD - $196,500 USD

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!

ClickUp was founded on a culture of hard work, consistent growth, and a desire to break norms. We’re a values-driven company and hire based on ambition, merit, and a willingness to do what it takes to succeed. We don’t care where you’re from, what you look like, or who you’re in a relationship with—we hire the best people for the job, and create an environment that supports employees on their journey to do the most exciting work of their lives! 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.

• If you are a European Job Applicant, see our privacy policyfor further details.


• If you are a Philippine Job Applicant, see our privacy policy and our Philippine Data Privacy Notice for further 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 instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.

ClickUp Talent Acquisition will only 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 and report any offers received outside these channels.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Software Development

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