ClickUp

Manager, Customer Success

ClickUp

full-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • Coach, mentor and grow our new team in the Philippines, managing the day-to-day operations of a team of 5-8 Customer Success Managers (CSMs), including data analysis, goal setting, career development, performance management, and process improvement.
  • Manage the day to day operations of the Philippines Customer Success team, with a focus on customer engagement, expansion, churn and contraction.
  • Partner with various leadership teams to build out new strategies and processes.
  • Lead key initiatives for Customer Success, guiding the strategic direction to refine, optimize, and scale the business.
  • Develop and maintain strong collaborative ties with sales, onboarding, marketing, and product teams to enhance the customer experience.
  • Provide valuable insights from customers to our product, development, and marketing teams, reinforcing ClickUp's position as an industry leader.
  • Contribute to the definition, development and improvement of both regional and global operational processes.
  • Prioritize the customer experience, lead by example, and monitor adherence to customer success policies and procedures across your reports.
  • Strategically grow and expand client relationships at all levels within the organization, taking ownership of Gross Revenue Retention (GRR), Net Revenue Retention (NRR) Targets, and Utilization Targets.
  • Construct a fun, high-energy environment where your team love coming to work and feel as if they’re being developed towards their fullest potential.
  • Carry a small book of business, managing a handful of customers yourself.

Requirements

  • Minimum 3+ years of customer success management experience, preferably in a SaaS environment.
  • Minimum 5+ years of customer success experience, preferably in a SaaS environment.
  • Proven results in building and executing within a customer success organisation.
  • Strong project management, people management, communication, negotiation, and coaching skills.
  • Strong customer-facing and presentation skills, with the ability to establish credibility with executives.
  • Familiarity with customer success metrics such as GRR, MRR, ARR, and Churn.
  • Positive attitude, high energy and a Getting Things Done (GTD) mindset.
  • A strong sense of empathy for customers and stakeholders, with a keen understanding of their perspectives.
  • Some travel may be required based on business needs.
Benefits
  • Equal Opportunity Employer
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success managementdata analysisgoal settingperformance managementprocess improvementproject managementcustomer success metricsGross Revenue Retention (GRR)Net Revenue Retention (NRR)Utilization Targets
Soft Skills
coachingcommunicationnegotiationpeople managementcustomer-facing skillspresentation skillsempathypositive attitudehigh energyGetting Things Done (GTD) mindset