ClickUp

Director, Customer Experience

ClickUp

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $180,000 - $215,000 per year

Job Level

Lead

About the role

  • Develop and execute the vision and strategy for our Digital Adoption program.
  • Lead, mentor, and inspire a high-performing global team of managers and specialists.
  • Establish and track KPIs to measure team performance and customer success.
  • Partner with GTM teams to design and continuously improve support services that reinforce customer health and deliver measurable value.
  • Identify and drive initiatives that help customers maximize the value of ClickUp through effective onboarding, adoption, and engagement programs.
  • Collaborate with Marketing and Lifecycle teams to build timely, targeted engagements that support product campaigns and drive customer adoption.
  • Analyze customer engagement data to identify trends and opportunities for proactive support campaigns.
  • Define and communicate proactive support standards, frameworks, and success metrics across the organization.
  • Build excellence and scalability through an AI-first approach to operations and processes.
  • Optimize tools and workflows to improve efficiency and enable high-quality scaling.
  • Foster a culture of operational rigor and precision at scale.

Requirements

  • 8+ years of experience in customer experience, customer success, or support leadership roles, preferably in SaaS.
  • AI-first approach to problem-solving and operations, with demonstrable success leveraging AI to drive impact and scalability.
  • Proven track record of managing and scaling high-performing global teams.
  • Strong understanding of support service models and proactive support strategies.
  • Excellent communication and interpersonal skills, with the ability to influence and collaborate across teams.
  • Data-driven mindset with experience analyzing metrics to inform decisions.
  • Passion for delivering exceptional customer experiences and fostering long-term customer loyalty.
Benefits
  • Equity
  • 401k
  • Health, Dental, and Vision insurance
  • Spending accounts
  • Life & Disability
  • Paid parental leave
  • Flexible paid time off
  • Enhanced employee assistance program
  • Employee wellness stipend
  • Professional development stipend
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer experiencecustomer successsupport leadershipAI-first approachdata analysisKPI trackingsupport service modelsproactive support strategiesonboarding programsengagement programs
Soft Skills
leadershipmentoringcommunicationinterpersonal skillsinfluencecollaborationdata-driven mindsetpassion for customer experienceoperational rigorprecision