Senior Manager, CX Operations (Services & Success)
About the role
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.
Responsibilities
Partner closely with TAM leadership to serve as the day-to-day operational leader for systems, automation, planning, quality, and insights that power our Services & Success organization.
Set the operating rhythm and performance standards for TAM Operations while owning the AI agent harness and automation layer within your domain.
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.
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.
Requirements
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).
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.
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.
Qualifications
Track record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI and agentic solutions.
Strong communication and interpersonal skills to build and maintain relationships with executive stakeholders.
Ability to manage multiple projects and priorities simultaneously.
Experience with data analytics and business intelligence tools.
Knowledge of customer success methodologies and tools.
Skills
Strategic thinking and problem-solving skills.
Strong analytical and data-driven skills.
Excellent project management and organizational skills.
Ability to communicate effectively with both technical and non-technical stakeholders.
Experience with AI and automation tools.
Benefits
At ClickUp, we offer a competitive benefits package including:
Health insurance
Retirement savings plans
Flexible spending accounts
Employee assistance programs
Professional development opportunities
Pay
$160K - $220K
Schedule
Full-time, Monday-Friday, 9am-5pm CST