Senior Manager, CX Operations (Services & Success)

ClickUp; United States; On-site; USD 140,000 - 180,000; Full time

Job summary

ClickUp seeks a Senior Manager, CX Operations to own the strategy and execution for TAM Operations within Services & Success. You will lead the AI‑driven workflow layer, set operating rhythms, and drive cross‑functional alignment across Sales, Product & Engineering, Finance and Support to optimize customer engagement and outcomes.

The role requires expertise in services operations, data analytics, and executive stakeholder management, with a proven track record of delivering scalable,

Qualifications

• 8+ years in an Operations and/or Strategy role focused on Professional Services, Customer Success, or similar post‑sales functions.
• Proven experience owning or leading a services operations, CS operations, or similar function with strategy and cross‑functional execution.
• Experience designing and deploying AI-powered workflows with measurable outcomes.

Responsibilities

• Own the strategy, execution, and leadership for TAM Operations across Services & Success.
• Set operating rhythms, performance standards, and oversee AI agent harness and automation for TAM.
• Lead cross‑functional alignment across Sales, Product, Engineering, Finance and Support.
• Own annual planning, budgeting inputs, forecasting, and quarterly business reviews.
• Build scalable AI‑driven workflows and quality metrics that improve retention and expansion.
• Drive capacity modeling, workload balance, and territory coverage in TAM.

Skills

Executive stakeholder engagement

AI workflow design

Data analysis & BI

Strategic thinking

Leadership

Cross-functional collaboration

Forecasting & budgeting

Operations leadership

Tools

Salesforce

ClickUp

Gong

Outreach

Job description

Senior Manager, CX Operations

At ClickUp, we are building a converged AI workspace that unifies tasks, docs, chat, calendar, and enterprise search, all powered by context-driven AI. As Senior Manager, CX Operations you will own the strategy, execution, and operational leadership for Technical Account Management (TAM) Operations across Professional Services and Customer Success.

About the Role

You will partner with TAM leadership to drive day‑to‑day operational excellence for systems, automation, planning, quality, and insights that power our Services & Success organization. Your focus will be on setting operating rhythms, performance standards, and owning the AI agent harness and automation layer within TAM Operations.

Responsibilities

• Own the vision and strategy for delivering world‑class customer experience through the Services & Success operating model.
• Drive cross‑functional alignment across Sales, Product & Engineering, Finance, and Support by synthesizing customer health, retention, and services delivery opportunities into operational priorities.
• Lead and execute strategic initiatives to optimize and transform customer engagement, services delivery, and internal collaboration processes.
• Extract key business insights from qualitative and quantitative data, identify risks and opportunities, and build programs that drive revenue retention, expansion, quality, and operating leverage.
• Promote a culture of rapid innovation and experimentation across playbooks to drive customer outcomes and enhanced experience.
• Own annual planning, budgeting inputs, capacity modeling, forecasting, and monthly/quarterly business review functions for TAM Operations.
• Influence multi‑year functional planning by translating business strategy into operational roadmaps, investment priorities, and scalable systems.
• Own variable compensation design, target setting, and attainment tracking for TAM roles in partnership with Finance and TAM leadership.
• Lead the TAM Operations function across systems and automation, planning and forecasting, quality, and business insights through team leadership and cross‑functional influence.
• Set functional priorities, operating standards, and success metrics for TAM Operations, ensuring execution aligns to company objectives.
• Make final recommendations and drive execution on operating model, workflow orchestration, and process governance decisions across the Services & Success organization.
• Build organizational capability by coaching team members, raising the quality bar, and establishing scalable mechanisms that improve decision‑making and execution over time.
• Drive accountability and execution quality through clear KPIs, delivery standards, and regular coaching.
• Own and operate the AI agent harness and automation layer of our TAM operating model.
• Design, ship, manage, and iterate on AI‑driven workflows that enhance and automate customer health inspection, risk detection, engagement management, services delivery lifecycle, workflow orchestration, quality measurement, and customer experience across TAM and CX.
• Build scalable, multi‑step agentic systems that TAM and CX leaders rely on for planning, forecasting, insight generation, and decision support.
• Establish governance, system evaluation frameworks, and QA processes for AI‑assisted outputs: define quality checkpoints, create feedback loops, and architect observability into AI‑enhanced processes.
• Set direction for the adoption of new tools and processes, including AI and automation platforms, to drive productivity across the TAM organization.
• Use AI tools in your own workflow (analysis, data modeling, reporting automation, strategic communications, executive presentations) and apply strong judgment to validate AI outputs.
• Stay current with AI developments relevant to CX operations and translate learnings into operating model improvements.
• Translate AI workflow results into executive‑ready insights that inform strategic decisions across TAM, CX, and GTM leadership.
• Lead by example with hands‑on building of AI solutions and coach team members to adopt the same approach across every process.
• Drive proactive churn and contraction inspection: identify at‑risk renewals, perform root cause analysis, and mobilize account teams to execute save motions.
• Build and operate AI‑powered account health and risk inspection tools that surface declining engagement signals and trigger intervention workflows.
• Drive renewals forecasting in partnership with the TAM & Renewals team: pacing updates, confidence overlays, and contraction/churn projections that inform leadership decisions.
• Partner with TAM front‑line managers to increase customer engagement depth: champion meeting cadence, adoption plan execution, and proactive expansion identification.
• Own TAM coverage modeling end‑to‑end: define and maintain coverage ratios by segment, tier, and region that balance workload with customer outcomes.
• Manage book of business assignments and rebalancing including regional allocation of budgeted headcount.
• Conduct capacity forecasting as the business scales: model the impact of new customer acquisition, tier migrations, and organizational changes on team bandwidth.
• Own the design and operationalization of post‑sales quality measurement across Services and Success.
• Build AI‑powered quality auditing: automated onboarding quality checks, services engagement monitoring, handoff compliance verification, and sentiment trend alerting.
• Operationalize partner delivery quality comparison versus in‑house to ensure accountability regardless of delivery model.
• Connect quality metrics to business outcomes: correlate quality attributes to GRR/NRR and use findings to prioritize investment and process improvement.

Qualifications

• 8+ years in an Operations and/or Strategy role focused on Professional Services, Customer Success, or similar post‑sales functions.
• Proven experience owning or leading a services operations, CS operations, or similar function with responsibility for strategy, operating cadences, and cross‑functional execution.
• Deep knowledge of services and success methodology, processes, tools, and metrics including utilization, engagement health, onboarding, retention, and customer lifecycle management.
• Effective at engaging and influencing executive stakeholders, building consensus, and driving collaborative change.
• Track record of designing and deploying AI‑powered workflows that delivered measurable business outcomes (productivity gains, better decision quality, cleaner execution, improved retention signals, or stronger operating leverage).
• Experience leading technology‑enabled business process transformations with a strategic application of AI and agentic solutions.
• Strong judgment in evaluating AI‑generated outputs for accuracy, risk, and appropriateness before scaling them into team workflows.
• Expert in managing and analyzing data, building reports and scenario analysis models, and leveraging business intelligence tools to drive leadership strategy.
• Experience owning planning processes, budgeting inputs, forecasting cadences, and variance analysis.
• Demonstrated success leading and scaling teams, workflows, and operating mechanisms in a customer‑facing or operations function.
• Direct experience with a SaaS business model, customer journey, and core KPIs in a high‑growth, global environment.
• Proficient with Salesforce, ClickUp, Gong, Outreach, and comparable platforms.
• Strategic thinker with a bias for action—hands‑on, scrappy, and able to take projects to the finish line.

Equal Opportunity Employer

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.