技术客户经理（美洲）
Manager, Technical Account Management (AMER)
在 ClickUp，我们正在打造未来的工作方式：首个真正融合的 AI 工作空间，将任务、文档、聊天、日历和企业搜索统一在一起，所有功能都由上下文驱动的 AI 提升。我们是一家以 AI 为核心的企业。每位员工都被期望每天使用 AI，并且我们在招聘过程中会评估 AI 的熟练程度。加入我们，一起重新定义可能的边界。🚀
ClickUp 是一款一体化的生产力平台，将任务、文档、AI 和工作流程结合在一起，让团队以更少的摩擦更快地前进。我们正在招聘一名技术客户经理，负责领导一个团队，为 AMER 地区的中型到大型客户提供支持。这个职位存在是因为我们的客户需要一位领导者，能够提升团队执行力，明确入职、采用、扩展和续约流程中的清晰度，并帮助将客户复杂性转化为可重复、可扩展的成果。
该职位的使命是带领一支高绩效的技术客户经理团队，通过有纪律的数据驱动、AI 增强的客户参与方式，帮助客户实现快速价值、更深入的采用、持久的留存以及有深意的扩展。
**你将负责**
- 领导、指导并发展一支技术客户经理/售后客户负责人团队，为 AMER 地区的中型到大型客户提供支持。
- 与团队建立高责任意识的运作节奏，设定明确的目标、绩效期望、指导频率和 KPI 可视化。
- 确保在入职、采用、扩展和续约风险等关键时刻，客户参与流程得到强有力的执行，使客户获得一致且高质量的支持。
- 利用客户健康信号、采用数据、续约时间点和客户背景信息，帮助团队合理优先排序，早期干预，并将精力集中在影响最大的地方。
- 领导或参与续约策略评审、交易评审和高管业务评审，将客户活动与业务价值、留存和增长联系起来。
- 与销售、专业服务、解决方案、产品和其他跨职能团队紧密合作，提供无缝的客户体验，并快速消除障碍。
- 作为客户的声音内部传达模式、风险、反馈和机会，这些应推动流程改进、产品方向和团队操作手册的制定。
- 在快速变化的环境中创造清晰度，通过改善团队的运作方式、决策方式和客户扩展方式来实现。
查看英文原文
At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀
ClickUp is the all-in-one productivity platform that brings tasks, docs, chat, AI, and workflows together so teams can move faster with less friction. We’re hiring a Manager, Technical Account Management to lead a team supporting mid-market to enterprise customers across AMER. This role exists because our customers need a leader who can raise team execution, create clarity across onboarding, adoption, expansion, and renewal motions, and help translate customer complexity into repeatable, scalable outcomes.
The mission of this role is to lead a high-performing Technical Account Management team that helps customers realize fast value, deeper adoption, durable retention, and thoughtful expansion through a disciplined, data-driven, AI-augmented customer engagement motion.
**What you’ll own**
- Lead, coach, and develop a team of Technical Account Management / post-sales customer leaders supporting mid-market to enterprise accounts across AMER.
- Build a high-accountability operating rhythm with clear goals, performance expectations, coaching cadences, and KPI visibility across the team.
- Ensure strong execution of the customer engagement process across onboarding, adoption, expansion, and renewal-risk moments so customers get consistent, high-quality support.
- Use customer health signals, adoption data, renewal timing, and account context to help the team prioritize well, intervene early, and focus effort where it will have the greatest impact.
- Lead or contribute to renewal strategy reviews, deal reviews, and executive business reviews that connect customer activity to business value, retention, and growth.
- Partner closely with Sales, Professional Services, Solutions, Product, and other cross-functional teams to deliver a seamless customer experience and remove blockers quickly.
- Act as a voice of the customer internally by surfacing patterns, risks, feedback, and opportunities that should inform process improvements, product direction, and team playbooks.
- Help create clarity in a fast-changing environment by improving how the team operates, makes decisions, and scales customer coverage over time.
- Build and operationalize AI-driven workflows, agents, and automated playbooks that enable the team to cover more accounts at higher quality with less manual effort.
- Contribute domain expertise to scalable AI tools and processes that extend TAM best practices across the full customer base, not just individually managed accounts.
- Drive AI adoption within the team as a core performance expectation, ensuring every TAM leverages AI as a force multiplier in their day-to-day customer motions.
**Required qualifications**
- Significant experience in Customer Success, Technical Account Management, or a similar post-sales SaaS function, including experience managing high-performing customer-facing teams.
- Experience supporting mid-market and enterprise customers in a B2B SaaS environment where retention, adoption, expansion, and executive stakeholder management matter.
- Proven ability to coach teams through onboarding, value realization, renewal strategy, risk mitigation, and growth opportunities across a portfolio of accounts.
- Strong operational judgment, including comfort using health scores, adoption data, renewal timelines, and account signals to prioritize work and improve outcomes.
- Strong leadership, communication, and cross-functional collaboration skills, with the ability to influence both senior internal stakeholders and customer decision-makers.
- Clear ownership mindset, strong prioritization habits, and the ability to operate effectively in a fast-moving environment with shifting priorities.
- Ability to turn ambiguity into action by creating structure, reinforcing accountability, and helping teams execute consistently at scale.
- Demonstrated ability to integrate AI tooling into team workflows to improve speed, coverage, and customer outcomes.
- Willingness to actively contribute expertise toward building scalable AI-driven processes, not just consume existing tools.
**Preferred qualifications**
- Experience with work management, collaboration, CRM, customer success, or workflow platforms where product adoption and change management are central to customer value.
- Experience using tools such as Gainsight, Salesforce, or similar systems to manage account health, renewal planning, forecasting, and customer insights.
- Experience building or scaling post-sales processes, playbooks, or team operating models in a high-growth environment.
- Comfort leading executive business reviews, cross-functional account strategy conversations, and customer recovery plans for at-risk accounts.
- Experience building or deploying AI agents, automated playbooks, or intelligent workflow systems that reduce manual effort and improve customer coverage at scale.
**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._
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_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._
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