Senior Manager, CX Operations
Job description
Senior Manager, CX Operations at clickup.
About the role
ClickUp is an AI-native company building a unified workspace that integrates tasks, documents, chat, and search. We are seeking a leader to manage the operational strategy for our Technical Account Management (TAM) and Customer Success teams. You will architect AI-driven workflows and lead the systems, planning, and performance standards that define our customer experience.
Key facts
What you'll do
- Direct the vision and strategy for the Services and Success operating model.
- Align cross-functional goals across Sales, Product, Engineering, and Finance.
- Build and maintain AI agent systems to automate customer health monitoring, risk detection, and service delivery.
- Manage annual planning, capacity modeling, forecasting, and variable compensation design.
- Define success metrics and quality standards for TAM operations.
- Develop observability frameworks to track the accuracy and business impact of AI-assisted workflows.
- Lead churn and contraction analysis to mobilize proactive account intervention.
- Establish governance and feedback loops to ensure AI outputs remain high-quality and reliable.
Requirements
- 8+ years of experience in strategy or operations within Professional Services or Customer Success.
- Proven history of leading operations functions with responsibility for strategy and execution.
- Expertise in SaaS business models, customer lifecycle management, and core success metrics.
- Demonstrated success in designing and deploying AI-powered workflows that improve productivity or decision-making.
- Experience managing planning processes, budget inputs, and complex forecasting.
- Ability to influence executive stakeholders and drive organizational change.
- Proficiency in Salesforce, ClickUp, Gong, and Outreach.
- Must be authorized to work in the United States, as visa sponsorship is not available for this role.
Skills & tools
- AI and agentic workflow architecture
- Capacity planning and coverage modeling
- Business intelligence and data analysis
- Salesforce, ClickUp, Gong, Outreach
- Revenue retention and churn mitigation strategies
Practical notes
ClickUp does not provide visa sponsorship for this position. All recruitment communications will originate from an @clickup.com email address. The company utilizes AI tools to assist in the initial screening of applications, though final hiring decisions are made by humans. Accommodations for the recruitment process can be requested via AskPeople@ClickUp.com.