ClickUp

Manager, Customer Success

ClickUp

full-time

Posted on:

Location Type: Remote

Location: Ireland

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About the role

  • Lead, inspire, and develop a team of CSMs focused on mid-market to enterprise accounts in EMEA
  • Drive accountability, execution, and a high-performance culture with clear KPIs and coaching frameworks
  • Mentor and develop CSMs at all levels, from onboarding new hires to leveling up seasoned pros
  • Create clarity in chaos: Navigate ambiguity, shifting priorities, and fast-changing conditions with poise and urgency
  • Oversee execution of our Customer Engagement Process (CEP) across your team’s Book of Business:
  • Ensure onboarding is smooth and value realization is fast for adoption accounts
  • Identify and act on cross-sell, upsell, and new use case opportunities for expansion accounts
  • Intervene early, run risk mitigation plays, and execute save plans for renewal risk accounts
  • Use health scores, adoption data, and renewal timelines to dynamically prioritize accounts at scale
  • Lead and participate in internal renewal strategy calls, deal reviews, and executive business reviews (EBRs)
  • Partner closely with Sales, Services, Solutions, and Product to deliver seamless customer experiences
  • Act as a voice of the customer internally—surfacing feedback, blockers, and opportunities to inform roadmaps and strategy

Requirements

  • 5+ years in Customer Success, with at least 2 years managing high-performing CSM teams
  • Experience managing B2B SaaS customers at scale (mid-market to enterprise)
  • Exceptional prioritization, ownership mindset, and execution horsepower
  • Proven success executing playbooks across onboarding, renewal, expansion, and churn risk
  • Comfortable operating with limited direction in a high-change environment
  • Strong communication and collaboration skills across multiple stakeholders
  • Ability to operate at scale to manage hundreds of accounts, be data-driven, and obsessive with ownership mindset
  • Bonus: Experience with ClickUp (or similar work management software), Gainsight, Salesforce, or other CS tech stacks; ability to interpret customer data and health metrics to drive actions; experience building or scaling CS processes in a fast-growth environment
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 ManagementB2B SaaSonboardingrenewalexpansionchurn riskdata-driven decision makinghealth metrics interpretationCS process scaling
Soft Skills
leadershipmentoringprioritizationownership mindsetexecutioncommunicationcollaborationadaptabilityproblem-solving