Senior Manager, CX Operations (Services & Success)

At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀

As Senior Manager, CX Operations at ClickUp, you will own strategy, execution, and operational leadership for Technical Account Management (TAM) Operations, spanning Professional Services and Customer Success. Partnering closely with TAM leadership, you will serve as the day-to-day operational leader for the systems, automation, planning, quality, and insights that power our Services & Success organization. You will set the operating rhythm and performance standards for TAM Operations while owning the AI agent harness and automation layer within your domain. You will shape the cadence of business for TAM, unlock data insights, coach organizational performance, transform internal capabilities, and influence strategic decisions across Services, Success, and cross-functional leadership. You will architect, ship, operate, and iterate on AI-driven workflows that enhance and automate customer health inspection, engagement management, services delivery, quality measurement, and decision support across TAM and CX.

About the Role

Strategy & Operations

• Own the vision and strategy for delivering world-class customer experience through our Services & Success operating model

• Drive cross-functional alignment across Sales, Product & Engineering, Finance, and Support by synthesizing customer health, retention, and services delivery opportunities into operational priorities

• Lead and execute strategic initiatives to optimize and transform customer engagement, services delivery, and internal collaboration processes

• Extract key business insights from qualitative and quantitative data, identify risks and opportunities, and build programs that drive revenue retention, expansion, quality, and operating leverage

• Promote a culture of rapid innovation and experimentation across playbooks to drive customer outcomes and enhanced experience

• Own annual planning, budgeting inputs, capacity modeling, forecasting, and monthly/quarterly business review functions for TAM Operations

• Influence multi-year functional planning by translating business strategy into operational roadmaps, investment priorities, and scalable systems

• Own variable compensation design, target setting, and attainment tracking for TAM roles in partnership with Finance and TAM leadership

Functional Leadership

• Lead the TAM Operations function across systems and automation, planning and forecasting, quality, and business insights, through a combination of team leadership and cross-functional influence

• Set functional priorities, operating standards, and success metrics for TAM Operations, ensuring execution aligns to company objectives

• Make final recommendations and drive execution on operating model, workflow orchestration, and process governance decisions across the Services & Success organization

• Build organizational capability by coaching team members, raising the quality bar, and establishing scalable mechanisms that improve decision-making and execution over time

• Drive accountability and execution quality through clear KPIs, delivery standards, and regular coaching

AI & Automation Architecture

• Own and operate the AI agent harness and automation layer of our TAM operating model

• Design, ship, manage, and iterate on AI-driven workflows that enhance and automate customer health inspection, risk detection, engagement management, services delivery lifecycle, workflow orchestration, quality measurement, and customer experience across TAM and CX

• Build scalable, multi-step agentic systems that TAM and CX leaders rely on for planning, forecasting, insight generation, and decision support

• Establish governance, system evaluation frameworks, and QA processes for AI-assisted outputs: define what "good" looks like, set quality checkpoints, and create feedback loops so AI workflows improve over time

• Architect observability into AI-enhanced processes: track output quality, decision accuracy, adoption rates, and business impact to quantify the leverage created through AI

• Set direction for the adoption of new tools and processes, including AI and automation platforms, to drive productivity across the TAM organization

AI-Native Leadership

• Use AI tools in your own workflow: operational analysis, data modeling, reporting automation, strategic communications, and executive presentations

• Apply strong judgment to validate AI outputs, manage risk, and improve the repeatable systems the team uses

• Stay current with AI developments relevant to CX operations and translate learnings into operating model improvements

• Translate AI workflow results into executive-ready insights that inform strategic decisions across TAM, CX, and GTM leadership

• Lead by example with hands-on building of AI solutions and coach team members to adopt the same approach across every process

Revenue Retention & Customer Health

• Drive proactive churn and contraction inspection: identify at-risk renewals, perform root cause analysis on losses, and mobilize account teams to execute save motions

• Build and operate AI-powered account health and risk inspection tools that surface declining engagement signals and trigger intervention workflows

• Drive renewals forecasting in partnership with the TAM & Renewals team: pacing updates, confidence overlays, and contraction/churn projections that inform leadership decisions

• Partner with TAM front-line managers to increase customer engagement depth: champion meeting cadence, adoption plan execution, and proactive expansion identification

Capacity Planning & Coverage

• Own TAM coverage modeling end-to-end: define and maintain coverage ratios by segment, tier, and region that balance workload with customer outcomes

• Manage book of business assignments and rebalancing including regional allocation of budgeted headcount

• Conduct capacity forecasting as the business scales: model the impact of new customer acquisition, tier migrations, and organizational changes on team bandwidth

Services Quality

• Own the design and operationalization of post-sales quality measurement across Services and Success

• Build AI-powered quality auditing: automated onboarding quality checks, services engagement monitoring, handoff compliance verification, and sentiment trend alerting

• Operationalize partner delivery quality comparison vs. in-house to ensure accountability regardless of delivery model

• Connect quality metrics to business outcomes: correlate quality attributes to GRR/NRR and use findings to prioritize investment and process improvement

About You

• 8+ years in an Operations and/or Strategy role focused on Professional Services, Customer Success, or similar post-sales functions

• Proven experience owning or leading a services operations, CS operations, or similar function with responsibility for strategy, operating cadences, and cross-functional execution

• Deep knowledge of services and success methodology, processes, tools, and metrics including utilization, engagement health, onboarding, retention, and customer lifecycle management

• Effective at engaging and influencing executive stakeholders, building consensus, and driving collaborative change

• Demonstrated track record of designing and deploying AI-powered workflows that delivered measurable business outcomes (productivity gains, better decision quality, cleaner execution, improved retention signals, or stronger operating leverage)

• Track record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI and agentic solutions

• Strong judgment in evaluating AI-generated outputs for accuracy, risk, and appropriateness before scaling them into team workflows

• Expert in managing and analyzing data, including building reports and scenario analysis models, as well as leveraging business intelligence tools to drive leadership strategy

• Experience owning planning processes, budget inputs, forecasting cadences, and variance analysis

• Demonstrated success leading and scaling teams, workflows, and operating mechanisms in a customer-facing or operations function

• Direct experience with a SaaS business model, customer journey, and core KPIs in a high-growth, global environment

• Proficient with Salesforce, ClickUp, Gong, Outreach, and comparable platforms

• Strategic thinker with a bias for action—hands-on, scrappy, and able to take projects to the finish line

Unsure if you meet all the qualifications of this job description but are deeply excited about the role? We hire based on ambition, grit, and a passion for improving the way people work. If you think ClickUp is the company for you, we encourage you to apply!

At ClickUp, we assess every candidate based on the potential impact they can have. We hire the best people for the job and support each person’s journey to build their boldest career.

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ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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