Director, Customer Experience
Lead strategy, operations, and performance of Digital Adoption & Premium Support teams to drive customer satisfaction, retention, and product adoption. Requires 8+ years in CX/CS/support leadership with AI-first operations experience.
Key Responsibilities
Leadership
- Develop and execute the vision and strategy for the Digital Adoption program and Premium Support service offering
- 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 expanded program and service offerings
- 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, ideally direct experience managing at the intersection of Support & Services
- 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
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