Customer Success Strategy & Operations Manager

ClickUp is revolutionizing the way the world works. As the only all-in-one productivity platform built from day one for true convergence, ClickUp unifies tasks, docs, chat, calendar, enterprise search, and more—supercharged by context-driven AI. While others scramble to bundle fragmented tools or bolt on AI, we anticipated this future and made it our foundation from the start. Headquartered in San Diego with a rapidly expanding global footprint, we empower over three million teams to break free from silos and reclaim their time—saving at least one day every week. Join ClickUp, one of the fastest-growing SaaS companies on the planet, and help millions of users transform the way they work. We’re not just building software. We’re shaping the future of work. Come join us in building the future—together. 🦄  As a Customer Success Strategy & Operations Manager, you will serve as a trusted business partner to our Customer Success and Professional Services teams. This role will drive the operating cadence for the business by unlocking data insights, informing and influencing strategic decisions, and highlighting our greatest opportunities while mitigating risks. This is an incredible opportunity for a highly driven builder to blend strategic planning with rigorous execution across all aspects of our business processes, achieving operational excellence through automation and AI. You'll also represent our stakeholder teams in cross-ClickUp projects and initiatives centered on accelerating customer growth and net revenue retention.    About the role

• Lead and execute strategic initiatives to optimize customer engagement and internal collaboration processes, spanning the entire journey from pre-sales to onboarding to adoption, expansion and renewal
• Identify operational bottlenecks and design scalable solutions by utilizing a mix of process improvements, automation, and AI-driven tools
• Drive modeling, forecasting, and monthly/quarterly business review functions on behalf of Leadership in collaboration with the Finance team
• Define, analyze and report on key business metrics related to customer satisfaction, breadth and depth of adoption, engagement and advocacy, and revenue retention
• Extract business insights from qualitative and quantitative data, identify risks and opportunities and create programs to mitigate long-term issues and drive more revenue and higher customer retention
• Develop and maintain compensation and incentive plan structures to drive a culture of accountability and merit-based achievement
• Collaborate cross-functionally across the GTM teams and broader ClickUp organization to deliver impactful solutions quickly
• Drive the adoption of new tools and processes, including AI and automation platforms, to drive productivity

  About you

• 5+ years in an Operations and/or Strategy role focused on Professional Services, Customer Success, or similar functions
• Track record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI (e.g., ChatGPT, Claude, Gemini) and automation tools and techniques (e.g., Retool, Zapier, Make)
• Expert in analyzing large data sets to drive strategy and decision-making, including building spreadsheet models and leveraging business intelligence tools and/or programming languages (e.g., Hex, Tableau, PowerBI, Python)
• Experience with managing budgets, running a forecasting cadence, and performing variance analysis
• Deep knowledge of Professional Services and Customer Success processes, tools, and metrics
• Demonstrated leadership role in building/scaling teams and workflows, preferably in a customer-facing or operations function
• Effective at engaging and influencing executive stakeholders, building consensus, and driving collaborative change
• Direct experience with a SaaS business model, customer journey and core KPIs in a high-growth, global environment
• Proficient with Salesforce, ClickUp, NetSuite or comparable platforms (CRM, CWM, Accounting)
• Strategic thinker with a bias for action—hands-on, scrappy, and able to take projects to the finish line
• Exhibits extreme accountability and ownership, with an obsession for continuous improvement and mastery of your craft

 

Salary and Benefits

At ClickUp, we believe in transparency and fairness in compensation. The range displayed reflects the minimum and maximum target salaries for the position across all US locations. Please note that the actual compensation for this position may vary and is dependent on factors such as geographic location,  interview performance, years of experience, education level, and specific skills. We encourage candidates to discuss compensation expectations during t