Senior Technical Account Manager - Customer Success (AMER)
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.