Senior Manager, CX Operations (Services & Success)

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.

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