Senior Technical Account Manager - Customer Success (AMER)

Core Responsibilities

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.

• New Customer Onboarding
• 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.
• Account Health 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.
• AI Enablement & Agent Deployment
• 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.
• Customer Success & Expansion
• 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.
• Cross-Functional Collaboration
• 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.

Core Skills & Competencies

• Technical Acumen: Deep understanding of ClickUp platform capabilities, automation logic, integrations, and AI Agent functionality. Able to translate business needs into technical solutions.
• AI Expertise: Familiar with generative AI concepts, prompt design, and automation frameworks. Skilled at identifying and scoping AI use cases and consumption plans.
• Consultative Discovery: Exceptional at workflow analysis, process design, and identifying friction points. Uses structured discovery to map customer needs into ClickUp.
• Project and Program Management: Ability to manage complex customer programs with multiple stakeholders, deadlines, and outcomes. Skilled at running structured account plans.
• Data and Reporting: Comfortable using dashboards and metrics to communicate health, adoption, and ROI. Interprets usage data to drive recommendations.
• 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.

#LI-NMR #LI-Remote