Senior Technical Account Manager - Customer Success (AMER)

ClickUp is an AI-native company building the future of work with a converged AI workspace. They are seeking a Senior Technical Account Manager - Customer Success to act as a strategic partner and trusted advisor, focusing on customer enablement, account health management, and driving measurable business outcomes.

Responsibilities:

• Guiding new teams through implementation, onboarding, and training to ensure a smooth start and foundational success
• Proactively managing user adoption, stakeholder alignment, and account health to promote long-term success, retention, and growth opportunities
• Collaborating with customers to identify critical business processes, map them to scalable solutions, and drive efficiency through ongoing refinement and performance insights
• Empowering customers to leverage emerging features and technologies, including AI and automation, to enhance productivity, streamline operations, and deliver real-world impact
• 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
• 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

Requirements:

• Deep understanding of ClickUp platform capabilities, automation logic, integrations, and AI Agent functionality
• Familiar with generative AI concepts, prompt design, and automation frameworks
• Exceptional at workflow analysis, process design, and identifying friction points
• Ability to manage complex customer programs with multiple stakeholders, deadlines, and outcomes
• Comfortable using dashboards and metrics to communicate health, adoption, and ROI
• Executive presence and strong communication skills
• Full accountability for assigned book of business: proactive, organized, and driven to achieve measurable outcomes
• Works cross-functionally with account team, Product, and Sales to align on outcomes