Director of Customer Experience, ClickUp
$180-215k
+ Commission + Equity
More information about location
Workplace productivity platform
Job no longer available
Workplace productivity platform
1001+ employees
Job no longer available
$180-215k
+ Commission + Equity
More information about location
1001+ employees
Company mission
To save people time by making the world more productive.
Role
Who you are
- 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
- 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
- Unsure if you meet all the qualifications of this job description but are deeply excited about the role? We hire based on ambition, grit, and a passion for improving the way people work. If you think ClickUp is the company for you, we encourage you to apply!
What the job involves
- The Director of Customer Experience will lead the strategy, operations, and performance of our Digital Adoption teams
- This role is critical in driving customer satisfaction, retention, and product adoption
- You'll work cross-functionally to align customer experience initiatives with company goals, while empowering your teams to deliver world-class support and proactive customer engagement at the highest standard
- Leadership:
- Develop and execute the vision and strategy for our Digital Adoption program
- Lead, mentor, and inspire a high-performing global team of managers and specialists
- Establish and track KPIs to measure team performance and customer success
- Partner with GTM teams to design and continuously improve support services that reinforce customer health and deliver measurable value
- Program Management & Strategy
- Identify and drive initiatives that help customers maximize the value of ClickUp through effective onboarding, adoption, and engagement programs
- Collaborate with Marketing and Lifecycle teams to build timely, targeted engagements that support product campaigns and drive customer adoption
- Analyze customer engagement data to identify trends and opportunities for proactive support campaigns
- Define and communicate proactive support standards, frameworks, and success metrics across the organization
- AI & Operational Excellence:
- Build excellence and scalability through an AI-first approach to operations and processes
- Optimize tools and workflows to improve efficiency and enable high-quality scaling
- Foster a culture of operational rigor and precision at scale
Our take
Clickup provides a set of professional tools for collaborative project management, spreadsheets, document processing and workplace communication which are accessed from a single platform. In contrast to most of the austere, pared-back tools you might find in the workplace, it takes a playful approach, with its programs looking more like fun consumer-focused apps while still being fully-featured.
The company isn't alone in the workplace productivity market, but its advantage comes from its unified platform which encourages users to stay in ClickUp's ecosystem rather than look outside for other tools. Indeed, the vast majority of its users utilise three or more of its products. This has led to strong success in its market, with over 800,000 teams using the platform in enterprises such as IBM, logitech and Spotify.
ClickUp has been the beneficiary of a significant amount of investment, which it has used to develop its product and expand internationally. It continues to launch new features such as "AI Super Agents", surpassed $300 million in ARR, and acquired AI coding platform Codegen. These notable successes support the company as it moves to deliver on its vision of becoming the one app to replace them all.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Oct 2021
$400m
SERIES C
Dec 2020
$100m
SERIES B
Total funding: $537.2m
Company 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
Company HQ
East Village, San Diego, CA
Leadership
Alex Yurkowski
(Co-Founder & CTO)Previously co-founded Mango Technologies. Experience as a Software Engineer for IBM and as an iOS Developer for Notre Dame Research Group.
Zeb Evans
(Co-Founder & CEO)Previously co-founded Fast Followerz and spent one year as a Monorail Driver for Walt Disney World.
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