Senior Manager, CX Operations – Services & Success

Emploi pas sur LinkedIn

🕒 il y a 24 jours

🇺🇸 États-Unis – Télétravail

💵 $160 000 - $220 000 / an

⏰ Temps Plein

🟠 Senior

⚙️ Opérations

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ClickUp

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2017

☁️ SaaS

⚡ Productivité

🏢 Entreprise

💰 €400 000 000 Series C - ClickUp en 2021-10

SaaS • Productivity • Enterprise

ClickUp est une plateforme de gestion du travail et de productivité SaaS basée sur le cloud qui consolide les projets, les documents, la messagerie, le suivi du temps, les automatisations et des "Super Agents" alimentés par l'IA dans un espace de travail unique. Elle aide les équipes et les entreprises à rationaliser les flux de travail, à remplacer les ensembles de logiciels fragmentés et à augmenter la productivité grâce à des intégrations, des agents/flux de travail personnalisables et une sécurité et conformité de niveau entreprise.

Description

• 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 • 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 • 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 • Set direction for the adoption of new tools and processes, including AI and automation platforms, to drive productivity across the TAM organization • 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 • 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 • 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 • Own the design and operationalization of post-sales quality measurement across Services and Success

🎯 Exigences

• 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 • 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.

🏖️ Avantages

• Equity • 401k • Health, Dental, and Vision insurance • Spending accounts • Life & Disability • Paid parental leave • Flexible paid time off • Enhanced employee assistance program • Employee wellness stipend • Professional development stipend