ClickUp

Lead strategy and execution for Technical Account Management across Professional Services and Customer Success, managing AI-driven workflows for customer health and operational insights. | 8+ years in Operations or Strategy within post-sales functions, experience deploying AI-powered business processes, proficiency in SaaS KPIs and tools, strong executive influencing skills. | At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀 As Senior Manager, CX Operations at ClickUp, you will own strategy, execution, and operational leadership for Technical Account Management (TAM) Operations, spanning Professional Services and Customer Success. Partnering closely with TAM leadership, you will serve as the day-to-day operational leader for the systems, automation, planning, quality, and insights that power our Services & Success organization. You will set the operating rhythm and performance standards for TAM Operations while owning the AI agent harness and automation layer within your domain. You will shape the cadence of business for TAM, unlock data insights, coach organizational performance, transform internal capabilities, and influence strategic decisions across Services, Success, and cross-functional leadership. You will architect, ship, operate, and iterate on AI-driven workflows that enhance and automate customer health inspection, engagement management, services delivery, quality measurement, and decision support across TAM and CX. About the Role Strategy & Operations Own the vision and strategy for delivering world-class customer experience through our 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 Functional Leadership Lead the TAM Operations function across systems and automation, planning and forecasting, quality, and business insights, through a combination of 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 AI & Automation Architecture 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 what "good" looks like, set quality checkpoints, and create feedback loops so AI workflows improve over time Architect observability into AI-enhanced processes: track output quality, decision accuracy, adoption rates, and business impact to quantify the leverage created through AI Set direction for the adoption of new tools and processes, including AI and automation platforms, to drive productivity across the TAM organization AI-Native Leadership Use AI tools in your own workflow: operational analysis, data modeling, reporting automation, strategic communications, and executive presentations Apply strong judgment to validate AI outputs, manage risk, and improve the repeatable systems the team uses 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 Revenue Retention & Customer Health Drive proactive churn and contraction inspection: identify at-risk renewals, perform root cause analysis on losses, 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 Capacity Planning & Coverage 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 Services Quality 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 vs. 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 About You 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 Demonstrated 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) Track record of leading technology-enabled business process transformations, with an emphasis on 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, including building reports and scenario analysis models, as well as leveraging business intelligence tools to drive leadership strategy Experience owning planning processes, budget 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 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 person’s journey to build their boldest career. 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. Privacy Notice ClickUp collects and processes personal data in accordance with applicable data protection laws. You can find further details by viewing our Global Candidate Privacy Notice. If you are a Philippine Job Applicant, please also see our Philippine Data Privacy Notice for further details. Visa Sponsorship 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. Fraud Alert 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 any offers received outside these channels and report them to support@clickup.com. AI Processing Notice ClickUp may use artificial intelligence and machine learning technologies to help review and screen candidates' employment applications against role-related criteria. These tools support, but do not replace, human decision‑making. If you have questions or need an accommodation in the recruitment process, please contact us at AskPeople@ClickUp.com.

Serve as a strategic technical partner to drive customer success through platform adoption and AI feature integration. | Requires deep technical knowledge of ClickUp and generative AI, strong consultative discovery skills, and executive presence. | At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀 We're looking for a Senior Technical Account Manager - Customer Success to act as a strategic partner and trusted advisor to our customers, blending strong relationship management with a deep understanding of ClickUp’s platform and capabilities. This role sits at the intersection of customer success, solution strategy, and technical enablement, supporting long-term growth, adoption, and measurable business outcomes. Senior Technical Account Manager - Customer Success at ClickUp lead with a customer-first mindset, developing success plans, guiding onboarding and adoption, and ensuring stakeholders see continuous value throughout their lifecycle. While you’ll support technical initiatives like process optimization, workflow design, and AI enablement, you’ll also own the overall health, engagement, and strategic direction of your accounts. You’ll work cross-functionally with Sales, Product, and Support to align efforts and ensure each customer’s success story is long-term, scalable, and impactful. Senior Technical Account Manager - Customer Success at ClickUp are responsible for delivering measurable value and driving meaningful business outcomes across their customer portfolio by focusing on: Customer Enablement & Onboarding: Guiding new teams through implementation, onboarding, and training to ensure a smooth start and foundational success. Account Health & Engagement: Proactively managing user adoption, stakeholder alignment, and account health to promote long-term success, retention, and growth opportunities. Process Optimization & Solution Design: Collaborating with customers to identify critical business processes, map them to scalable solutions, and drive efficiency through ongoing refinement and performance insights. Innovation Adoption & Workflow Automation: Empowering customers to leverage emerging features and technologies, including AI and automation, to enhance productivity, streamline operations, and deliver real-world impact. Core Responsibilities Senior Technical Account Manager - Customer Success at ClickUp act as the strategic and technical owner of the customer relationship, ensuring every customer achieves measurable success through ClickUp product and AI feature set. New Customer Onboarding 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. Account Health 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. Workflow Mapping (IER Framework) 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. AI Enablement & Agent Deployment 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. Customer Success & Expansion 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. Cross-Functional Collaboration 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. Core Skills & Competencies Technical Acumen: Deep understanding of ClickUp platform capabilities, automation logic, integrations, and AI Agent functionality. Able to translate business needs into technical solutions. AI Expertise: Familiar with generative AI concepts, prompt design, and automation frameworks. Skilled at identifying and scoping AI use cases and consumption plans. Consultative Discovery: Exceptional at workflow analysis, process design, and identifying friction points. Uses structured discovery to map customer needs into ClickUp. Project and Program Management: Ability to manage complex customer programs with multiple stakeholders, deadlines, and outcomes. Skilled at running structured account plans. Data and Reporting: Comfortable using dashboards and metrics to communicate health, adoption, and ROI. Interprets usage data to drive recommendations. Customer Engagement: Executive presence and strong communication skills. Builds trust at both ATL and BTL levels through credibility and clarity. Account Ownership: Full accountability for assigned book of business: proactive, organized, and driven to achieve measurable outcomes. Collaboration and Influence: Works cross-functionally with account team, Product, and Sales to align on outcomes. Influences without authority through insight and results. 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 person’s journey to build their boldest career. 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. Privacy Notice ClickUp collects and processes personal data in accordance with applicable data protection laws. You can find further details by viewing our Global Candidate Privacy Notice. If you are a Philippine Job Applicant, please also see our Philippine Data Privacy Notice for further details. Visa Sponsorship 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. Fraud Alert 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 any offers received outside these channels and report them to support@clickup.com. AI Processing Notice ClickUp may use artificial intelligence and machine learning technologies to help review and screen candidates' employment applications against role-related criteria. These tools support, but do not replace, human decision‑making. If you have questions or need an accommodation in the recruitment process, please contact us at AskPeople@ClickUp.com.

Design and operate server platforms and agent orchestration layers to build AI-powered internal applications using modern technologies. | 5+ years professional experience with TypeScript, Node.js, Python, AWS, and LLM API integration. | At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀 The Mission The Foundry is ClickUp's internal AI innovation lab — embedded inside GTM Systems and accountable for turning AI capabilities into production-grade, internally deployed products that make every GTM function faster and smarter. We build the infrastructure that powers AI-first work across Sales, Marketing, Post-Sales, and Revenue Operations. As the Senior Software Engineer on this team you will own the technical delivery of our MCP server platform, agent orchestration layer, and internal tooling — shipping production systems used daily by hundreds of ClickUp employees, and scaling your own throughput by treating AI tools as first-class engineering collaborators. What You'll Own MCP Server Platform Design, build, and operate Model Context Protocol servers that expose CRM, ticketing, analytics, and communication data to AI agents across the GTM stack Implement Okta PKCE authentication flows and RBAC policy enforcement so agents access only the data they're authorized to touch Maintain deployment infrastructure on AWS (Bedrock, Lambda, ECS, API Gateway) and contribute to GCP workloads where applicable Own observability: structured logging, distributed tracing, latency SLOs, and on-call runbooks for every production server Agent Orchestration & AI-Native Products Build and maintain multi-step autonomous agents that execute end-to-end GTM workflows — lead qualification, deal room assembly, onboarding automation, support triage, and more Architect prompt engineering frameworks, tool-call schemas, and agent evaluation harnesses that make AI behavior predictable and auditable Integrate with LLM providers (Anthropic, OpenAI, AWS Bedrock AgentCore) and maintain version-pinned, cost-tracked model configurations Deliver AI-powered internal applications (web apps, CLI tools, Slack integrations) that non-technical GTM stakeholders use without friction GTM Platform Engineering Own full-stack feature delivery across TypeScript/Node.js backends and React/TypeScript frontends for internal tooling Write Python automation scripts, ETL pipelines, and data transformation layers that feed GTM analytics and AI context Collaborate with Systems Engineering and GTM Engineering teams on cross-cutting API standards, data contracts, and integration patterns Conduct code reviews, establish engineering standards, and actively mentor junior engineers toward higher leverage AI-Native Development Practice Use AI coding assistants (Claude, Cursor, GitHub Copilot) as primary engineering accelerators — not supplements — to ship at a pace that punches above a single engineer's weight Document AI usage patterns, prompt templates, and agentic workflows so the team's collective throughput compounds Stay current on MCP protocol evolution, agent frameworks (LangGraph, CrewAI, custom), and emerging LLM capabilities; bring back what matters Required Qualifications 5+ years of professional software engineering experience with production systems Expert-level TypeScript and Node.js — idiomatic, typed, testable server-side code Strong Python — automation scripts, data pipelines, and scripting for AI/ML tooling Meaningful AWS deployment experience: Lambda, Bedrock, ECS/Fargate, API Gateway, IAM, Secrets Manager, CloudWatch Demonstrated experience integrating with LLM APIs (OpenAI, Anthropic, AWS Bedrock, or equivalent) and shipping AI-powered features to real users Solid foundation in REST API design, OAuth 2.0 / OIDC authentication, and secure credential management Experience with CI/CD pipelines, infrastructure-as-code (Terraform, CDK, or SAM), and cloud cost awareness Clear written communication: design docs, ADRs, and runbooks that others actually read Track record of using AI tools (LLM assistants, copilots, agentic workflows) as a genuine productivity multiplier — not a gimmick Strongly Preferred Hands-on experience with MCP (Model Context Protocol) — building servers, defining tool schemas, or operating multi-server agent environments GCP experience (Cloud Run, BigQuery, Cloud Functions) to complement AWS work Salesforce, HubSpot, or other CRM API integration work — understanding GTM data models is a significant advantage React or Next.js front-end capability to ship internal dashboards and tooling without hand-offs Familiarity with agent orchestration frameworks: LangGraph, AutoGen, CrewAI, or custom orchestration patterns Experience in a GTM Systems, RevOps, or Sales Engineering context Okta / identity provider integration work (PKCE flows, SCIM, token management) How We Operate The Foundry runs on three principles that every team member is expected to embody: Ownership — You own the full lifecycle of what you build: design, delivery, observability, and iteration. We don't have a separate ops hand-off. Velocity — We ship to production in days, not quarters. AI tools are how we maintain that pace without sacrificing quality. Atomicity — Every deliverable is a discrete, composable unit — an MCP server, an agent, an API. Nothing we build requires everything else to work. Who Thrives Here This role is a strong fit if you are genuinely excited to work at the intersection of AI infrastructure and internal product — not just as a user of AI, but as someone building the layer that makes AI useful for an entire go-to-market organization. You are comfortable with ambiguity, you default to shipping, and you see every piece of internal tooling as a product that deserves operational discipline. This role is not a fit if you need heavily defined requirements before starting work, prefer long planning cycles to iterative delivery, or view AI tools as optional extras rather than core to how you operate. 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 person’s journey to build their boldest career. 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. Privacy Notice ClickUp collects and processes personal data in accordance with applicable data protection laws. You can find further details by viewing our Global Candidate Privacy Notice. If you are a Philippine Job Applicant, please also see our Philippine Data Privacy Notice for further details. Visa Sponsorship 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. Fraud Alert 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 any offers received outside these channels and report them to support@clickup.com. AI Processing Notice ClickUp may use artificial intelligence and machine learning technologies to help review and screen candidates' employment applications against role-related criteria. These tools support, but do not replace, human decision‑making. If you have questions or need an accommodation in the recruitment process, please contact us at AskPeople@ClickUp.com.