Clickup
Senior Manager, CX Operations (Services & Success)
United States · Senior
No sponsorshipDetected 8 days ago
Machine LearningAgentic AIAI OrchestrationA/B TestingStrategic CommunicationsSalesforceAccount ManagementForecastingBudgetingAuditingProcess ImprovementRecruitingCompensationCustomer SuccessCadenceLeadershipCommunicationCollaborationMentoringPublic SpeakingVariance Analysis
About the role
- Influence multi-year functional planning by translating business strategy into operational roadmaps, investment priorities, and scalable systems
- Set functional priorities, operating standards, and success metrics for TAM Operations, ensuring execution aligns to company objectives
- Architect observability into AI-enhanced processes: track output quality, decision accuracy, adoption rates, and business impact to quantify the leverage created through AI
Responsibilities
- Manage book of business assignments and rebalancing including regional allocation of budgeted headcount
- Own the design and operationalization of post-sales quality measurement across Services and Success
- Operationalize partner delivery quality comparison vs. in-house to ensure accountability regardless of delivery model
- 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 variable compensation design, target setting, and attainment tracking for TAM roles in partnership with Finance and TAM leadership
- 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
Skills
- 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
Compensation
- Own annual planning, budgeting inputs, capacity modeling, forecasting, and monthly/quarterly business review functions for TAM Operations
Benefits
- Build and operate AI-powered account health and risk inspection tools that surface declining engagement signals and trigger intervention workflows
- Deep knowledge of services and success methodology, processes, tools, and metrics including utilization, engagement health, onboarding, retention, and customer lifecycle management
Company info
- 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.
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.
- 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.
Visa & Work Authorization
- 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.
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This listing is sourced directly from Clickup's careers page and normalized into a canonical job model.