About the job
At ClickUp, we’re not just creating software; we’re shaping the future of work! In a world inundated with work sprawl, we discovered a more efficient way. That’s why we developed the first truly integrated AI workspace, bringing together tasks, documents, chat, calendar, and enterprise search, all powered by context-driven AI. Our mission is to empower millions of teams to eliminate silos, reclaim their time, and achieve unprecedented levels of productivity. At ClickUp, you'll have the unique chance to learn, innovate, and influence AI in ways that will not only enhance our product but also redefine the future workplace. Join us and become part of a daring, forward-thinking team that’s pushing the boundaries of possibility!
ClickUp is dedicated to enhancing global productivity by consolidating work onto a single platform, and our Customer Success team is central to this promise. As the Manager of Customer Success for EMEA, you will lead a high-performing team of Customer Success Managers (CSMs) who support mid-market to enterprise clients across the region. Your role will involve executing our Customer Engagement Process (CEP), mentoring your team to provide outstanding customer experiences, and collaborating across departments to maximize customer adoption, expansion, and retention.
This is not your conventional customer success role. We operate at a fast pace, thrive in uncertain environments, and are driven by results. If you have a passion for customer outcomes and enjoy being hands-on, this position is perfect for you.
Your Responsibilities:
* Lead, motivate, and cultivate a team of CSMs focused on mid-market to enterprise accounts in the EMEA region.
* Foster accountability, execution, and a high-performance culture through clear KPIs and coaching frameworks.
* Mentor CSMs across all experience levels, from onboarding new talent to elevating seasoned professionals.
* Provide clarity amidst chaos: Effectively manage ambiguity, shifting priorities, and rapid changes with composure and urgency.
* Supervise the implementation of our Customer Engagement Process (CEP) across your team’s client portfolio:
* Ensure seamless onboarding and prompt value realization for new accounts.
* Identify and pursue cross-sell, upsell, and new use case opportunities for expansion accounts.
* Act proactively to mitigate risks and implement save strategies for at-risk renewal accounts.
* Utilize health scores, adoption metrics, and renewal timelines to dynamically prioritize accounts at scale.
* Lead and engage in internal renewal strategy discussions, deal evaluations, and executive business reviews (EBRs).
* Collaborate closely with Sales and other departments to ensure alignment and maximize customer success.
