clickup - Senior Technical Account Manager - Customer Success (EMEA)
Requirements
• Technical Acumen: Deep understanding of ClickUp platform capabilities, automation logic, integrations, and AI Agent functionality. Able to translate business needs into technical solutions. • AI Expertise: Familiar with generative AI concepts, prompt design, and automation frameworks. Skilled at identifying and scoping AI use cases and consumption plans. • Consultative Discovery: Exceptional at workflow analysis, process design, and identifying friction points. Uses structured discovery to map customer needs into ClickUp. • Project and Program Management: Ability to manage complex customer programs with multiple stakeholders, deadlines, and outcomes. Skilled at running structured account plans. • Data and Reporting: Comfortable using dashboards and metrics to communicate health, adoption, and ROI. Interprets usage data to drive recommendations. • Customer Engagement: Executive presence and strong communication skills. Builds trust at both ATL and BTL levels through credibility and clarity. • Account Ownership: Full accountability for assigned book of business: proactive, organized, and driven to achieve measurable outcomes. • Collaboration and Influence: Works cross-functionally with account team, Product, and Sales to align on outcomes. Influences without authority through insight and results.
Responsibilities
• Senior TAMs at ClickUp act as the strategic and technical owner of the customer relationship, ensuring every customer achieves measurable success through ClickUp product and AI feature set. • New Customer Onboarding • Lead or support the end-to-end onboarding and implementation of ClickUp, from discovery and solution design to training and go-live support. • Translate functional and technical requirements into scalable ClickUp solutions, including workflows, templates, hierarchies, and automations. • Guide customers through foundational setup, integration, and enablement, while promoting best-practices and system governance and change management. • Account Health Management • Monitor seat utilization, adoption trends, and Champion/Stakeholder engagement. • Build and execute adoption plans and account reviews to maintain or improve health. • Identify risks early and build recovery plans in partnership with the account team. • Deliver ongoing change management and enablement, ensuring customers continue to evolve and mature with the platform. • Workflow Mapping (IER Framework) • Conduct Intake → Execution → Reporting (IER) cycles for key workflows. • Lead discovery sessions to map current-state vs. future-state processes. • Recommend optimizations and create workflow templates to scale across teams. • AI Enablement & Agent Deployment • Drive adoption of ClickUp AI and build custom workflow Agents tied to customer use cases. • Partner with customers to define and deliver new AI automations that align with business KPIs. • Provide technical training and consultation on AI and automation best practices, including prompt design, agent architecture, and scaling use cases across teams. • Track and report AI usage and credit consumption against plan. • Customer Success & Expansion • Serve as the technical partner to assigned accounts, connecting adoption to business value. • Generate qualified leads through data-driven insights and AI usage analysis. • Drive cross-functional alignment to position renewals, expansions, and AI upsells. • Cross-Functional Collaboration • Act as the voice of the customer, translating business objectives and pain points into actionable insights for Product, Engineering, and Support. • Partner with account teams to maintain alignment between delivery and success.
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