Offer summary

Qualifications:

Minimum 3+ years of customer success management experience, preferably in a SaaS environment., Strong project management, people management, communication, negotiation, and coaching skills., Proven results in building and executing within a customer success organization., Familiarity with customer success metrics such as GRR, MRR, ARR, and Churn..

Key responsabilities:

Coach, mentor, and grow a team of 8-12 Customer Success Managers in the Philippines.

Manage day-to-day operations with a focus on customer engagement, expansion, and churn.

Partner with leadership teams to build new strategies and processes for customer success.

Lead initiatives to refine and scale the customer success business while maintaining strong collaboration with other teams.

Job description

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. 🦄

We’re in search of an experienced Customer Success leader who will be responsible for coaching, mentoring and growing our new team in the Philippines, while also driving customer satisfaction and platform growth. You'll have an opportunity to continue building out an amazing team, contribute to the development of new global processes and procedures, partner with like minded business leaders from the GTM organisation, and work with some of the world's best known brands to ensure they have an amazing experience with your Customer Success Team.

Ultimately we’re looking for a player-coach who can move fast, knows how to hustle, and is not afraid to get their hands dirty by jumping on customer calls, help out their team members with risk mitigation, or manage a small book of business themselves. You'll help build out the team by continuing to hire amazing people who share our core values, motivate and coach them to ensure successful outcomes for our customers, and ensure your team is hitting their customer engagement, expansion and churn & contraction targets.

The Role:

Coach, mentor and grow our new team in the Philippines, managing the day-to-day operations of a team of 8-12 Customer Success Managers (CSMs), including data analysis, goal setting, career development, performance management, and process improvement.
Manage the day to day operations of the Phillipines Customer Success team, with a focus on customer engagement, expansion, churn and contraction.
Partner with various leadership teams to build out new strategies and processes.
Lead key initiatives for Customer Success, guiding the strategic direction to refine, optimize, and scale the business.
Source and implement a one-to-many automated client success tool and develop associated processes.
Develop and maintain strong collaborative ties with sales, onboarding, marketing, and product teams to enhance the customer experience.
Provide valuable insights from customers to our product, development, and marketing teams, reinforcing ClickUp's position as an industry leader.
Contribute to the definition, development and improvement of both regional and global operational processes.
Construct a fun, high-energy environment where your team love coming to work and feel as if they’re being developed towards their fullest potential.
Prioritise the customer experience, lead by example, and monitor adherence to customer success policies and procedures across your reports.
Strategically grow and expand client relationships at all levels within the organization, taking ownership of Gross Revenue Retention (GRR), Net Revenue Retention (NRR) Targets, and Utilisation Targets.
Carry a small book of business, managing a handful of customers yourself.

Qualifications:

Minimum 3+ years of customer success management experience, preferably in a SaaS environment.
Minimum 5+ years of customer success experience, preferably in a SaaS environment.
Proven results in building and executing within a customer success organisation.
Strong project management, people management, communication, negotiation, and coaching skills.
Strong customer-facing and presentation skills, with the ability to establish credibility with executives.
Familiarity with customer success metrics such as GRR, MRR, ARR, and Churn.
Positive attitude, high energy and a Getting Things Done (GTD) mindset.
A strong sense of empathy for customers and stakeholders, with a keen understanding of their perspectives.
Some travel may be required based on client needs.

Bonus If You Have:

Experience in Professional Services or Consulting, including project build out.
Experience in SaaS, PPM software, or collaborative work management (CWM) tools such as Monday, Wrike, Planview, Changepoint, CA, Mavenlink, Workfront, etc.
Experience with relevant enterprise solutions such as JIRA, ServiceNow, SalesForce, Oracle, SAP, Workday, Netsuite, etc.

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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!

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 policy for 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.

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