Director, Customer Experience

Job not on LinkedIn

🔥 4 hours ago

🇺🇸 United States – Remote

💵 $180k - $215k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

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ClickUp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

☁️ SaaS

⚡ Productivity

🏢 Enterprise

💰 $400M Series C - ClickUp on 2021-10

SaaS • Productivity • Enterprise

ClickUp is a cloud-based SaaS work management and productivity platform that consolidates projects, docs, chat, time tracking, automations and AI-driven "Super Agents" into a single workspace. It helps teams and enterprises streamline workflows, replace fragmented software stacks, and boost productivity with integrations, customizable agents/workflows, and enterprise-grade security and compliance.

📋 Description

• Lead the strategy, operations, and performance of our Digital Adoption & Premium Support teams. • Drive customer satisfaction, retention, and product adoption. • Develop and execute the vision and strategy for our Digital Adoption program and Premium Support service offering. • Partner with GTM teams to improve support services. • Identify and drive initiatives to maximize customer value through effective onboarding and engagement programs. • Define and communicate proactive support standards and success metrics.

🎯 Requirements

• 8+ years of experience in customer experience, customer success, or support leadership roles, preferably in SaaS. • AI-first approach to problem-solving and operations, with demonstrable success leveraging AI to drive impact and scalability. • Proven track record of managing and scaling high-performing global teams. • Strong understanding of support service models and proactive support strategies, ideally direct experience managing at the intersection of Support & Services. • Excellent communication and interpersonal skills, with the ability to influence and collaborate across teams. • Data-driven mindset with experience analyzing metrics to inform decisions. • Passion for delivering exceptional customer experiences and fostering long-term customer loyalty.

🏖️ Benefits

• 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