Senior Technical Account Manager (Customer Success, America)

• We’re looking for a Senior Technical Account Manager - Customer Success to act as a strategic partner and trusted advisor to our customers, blending strong relationship management with a deep understanding of ClickUp’s platform and capabilities
• This role sits at the intersection of customer success, solution strategy, and technical enablement, supporting long-term growth, adoption, and measurable business outcomes
• Senior Technical Account Manager - Customer Success at ClickUp lead with a customer-first mindset, developing success plans, guiding onboarding and adoption, and ensuring stakeholders see continuous value throughout their lifecycle
• While you’ll support technical initiatives like process optimization, workflow design, and AI enablement, you’ll also own the overall health, engagement, and strategic direction of your account
• You’ll work cross-functionally with Sales, Product, and Support to align efforts and ensure each customer’s success story is long-term, scalable, and impactful
• Senior Technical Account Manager - Customer Success at ClickUp are responsible for delivering measurable value and driving meaningful business outcomes across their customer portfolio by focusing on:
• Customer Enablement & Onboarding: Guiding new teams through implementation, onboarding, and training to ensure a smooth start and foundational success
• Account Health & Engagement: Proactively managing user adoption, stakeholder alignment, and account health to promote long-term success, retention, and growth opportunities
• Process Optimization & Solution Design: Collaborating with customers to identify critical business processes, map them to scalable solutions, and drive efficiency through ongoing refinement and performance insights
• Innovation Adoption & Workflow Automation: Empowering customers to leverage emerging features and technologies, including AI and automation, to enhance productivity, streamline operations, and deliver real-world impact
• Senior Technical Account Manager - Customer Success at ClickUp act as the strategic and technical owner of the customer relationship, ensuring every customer achieves measurable success through ClickUp product and AI feature set
• Lead or support the end-to-end onboarding and implementation of ClickUp, from discovery and solution design to training and go-live support
• Translate functional and technical requirements into scalable ClickUp solutions, including workflows, templates, hierarchies, and automations
• Guide customers through foundational setup, integration, and enablement, while promoting best-practices and system governance and change management
• Monitor seat utilization, adoption trends, and Champion/Stakeholder engagement
• Build and execute adoption plans and account reviews to maintain or improve health
• Identify risks early and build recovery plans in partnership with the account team
• Deliver ongoing change management and enablement, ensuring customers continue to evolve and mature with the platform
• Workflow Mapping (IER Framework)
• Conduct Intake → Execution → Reporting (IER) cycles for key workflows
• Lead discovery sessions to map current-state vs. future-state processes
• Recommend optimizations and create workflow templates to scale across teams
• Drive adoption of ClickUp AI and build custom workflow Agents tied to customer use cases
• Partner with customers to define and deliver new AI automations that align with business KPIs
• Provide technical training and consultation on AI and automation best practices, including prompt design, agent architecture, and scaling use cases across teams
• Track and report AI usage and credit consumption against plan
• Serve as the technical partner to assigned accounts, connecting adoption to business value
• Generate qualified leads through data-driven insights and AI usage analysis
• Drive cross-functional alignment to position renewals, expansions, and AI upsells
• Act as the voice of the customer, translating business objectives and pain points into actionable insights for Product, Engineering, and Support
• Partner with account teams to maintain alignment between delivery and success

Benefits

• 16” MacBook Pro
• Moving Expenses
• $200/mo commuter benefits
• Team lunches each week
• 401(k) match up to 2%
• Unlimited snacks, kombucha, and cold brew
• Health insurance
• Dental insurance
• ClickUp swag
• Teammate recognition rewards
• Flexible PTO

• Customer Engagement: Executive presence and strong communication skills. Builds trust at both ATL and BTL levels through credibility and clarity
• Account Ownership: Full accountability for assigned book of business: proactive, organized, and driven to achieve measurable outcomes
• Collaboration and Influence: Works cross-functionally with account team, Product, and Sales to align on outcomes. Influences without authority through insight and results
• Consultative Discovery: Exceptional at workflow analysis, process design, and identifying friction points. Uses structured discovery to map customer needs into ClickUp
• Technical Acumen: Deep understanding of ClickUp platform capabilities, automation logic, integrations, and AI Agent functionality. Able to translate business needs into technical solutions
• Data and Reporting: Comfortable using dashboards and metrics to communicate health, adoption, and ROI. Interprets usage data to drive recommendations
• AI Expertise: Familiar with generative AI concepts, prompt design, and automation frameworks. Skilled at identifying and scoping AI use cases and consumption plans
• Project and Program Management: Ability to manage complex customer programs with multiple stakeholders, deadlines, and outcomes. Skilled at running structured account plans