Director, Customer Experience
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Job Description
Leading strategy and performance of the Digital Adoption team at ClickUp for enhanced customer experience. Drive customer satisfaction and operational excellence through an AI-first approach.
Responsibilities:
- 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.
- 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.
- 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.
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.
- 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
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