Director, Customer Experience

ClickUp

Leading strategy and performance of the Digital Adoption team at ClickUp for enhanced customer experience. Drive customer satisfaction and operational excellence through an AI-first approach.

Posted 4/16/2026full-timeRemote • 🇺🇸 United StatesLead💰 $180,000 - $215,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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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