Senior Technical Account Manager - Strategic Services

Core Responsibilities

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.
• Drive value throughout entire customer lifecycle post-implementation providing continued/managed services as customers grow their use cases within ClickUp.
• 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.

Core Skills & Competencies

• Technical Acumen: Deep understanding of ClickUp platform capabilities, automation logic, integrations, and AI Agent functionality. Able to translate business needs into technical solutions.
• AI-Native: Skilled with prompt design, agentic workflows, and automation frameworks. Skilled at identifying and scoping AI use cases and consumption plans. Candidates with experience using agentic tools such as Claude, n8n, make.com, or similar tools are preferred.
• Consultative Discovery: Exceptional at workflow analysis, process design, and identifying friction points. Uses structured discovery to map customer needs into ClickUp.
• Project & Program Management: Ability to manage complex customer programs with multiple stakeholders, deadlines, and outcomes. Skilled at running structured account plans.
• Data & 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 & Influence: Works cross-functionally with account team, Product, and Sales to align on outcomes. Influences without authority through insight and results.