Director, Customer Experience at Clickup

At ClickUp, we’re not just building software. We’re architecting the future of work! In a world overwhelmed by work sprawl, we saw a better way. That’s why we created the first truly converged AI workspace, unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI, empowering millions of teams to break free from silos, reclaim their time, and unlock new levels of productivity. At ClickUp, you’ll have the opportunity to learn, use, and pioneer AI in ways that shape not only our product, but the future of work itself. Join us and be part of a bold, innovative team that’s redefining what’s possible! 🚀 About Us: At ClickUp, we're on a mission to make the world more productive. Our platform simplifies work and collaboration for teams of all sizes. As we continue to grow, we're looking for a dynamic leader to oversee our Digital Adoption team, ensuring our customers receive exceptional service and achieve maximum value from our platform. Our Digital Adoption team is a proactive support team engaging with users at key moments in their customer journey through email, phone, video (zoom) and live chat. Role Overview: 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. Key Responsibilities: - 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. Qualifications: - 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! At ClickUp, we assess every candidate based on the potential impact they can have. We hire the best people for the job and support each person’s journey to build their boldest career. Equal Opportunity Employer ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. Privacy Notice ClickUp collects and processes personal data in accordance with applicable data protection laws. You can find further details by viewing our Global Candidate Privacy Notice [Upgrade to PRO to see link] If you are a Philippine Job Applicant, please also see our Philippine Data Privacy Notice [Upgrade to PRO to see link] for further details. Visa Sponsorship Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions. Fraud Alert ClickUp Talent Acquisition will only initiate contact via an @clickup.com [Upgrade to PRO to see link] email or through our official careers portal on clickup.com [Upgrade to PRO to see link] We will never request fees, payments, or sensitive personal information. Please disregard any offers received outside these channels and report them to [Upgrade to PRO to see contact]. AI Processing Notice ClickUp may use artificial intelligence and machine learning technologies to help review and screen candidates' employment applications against role-related criteria. These tools support, but do not replace, human decision‑making. If you have questions or need an accommodation in the recruitment process, please contact us at [Upgrade to PRO to see contact].