[Hiring] Manager, Technical Account Management @ClickUp

Role Description

We're looking for a Manager, Technical Account Management to lead, develop, and scale a team of Technical Account Managers (TAMs) who serve as trusted partners and strategic advisors to our customers. This role sits at the intersection of people leadership, professional services strategy, and operational excellence, ensuring your team consistently delivers measurable business outcomes across their collective portfolio.

Managers at this level own team performance, talent development, and delivery quality across their pod. You'll coach TAMs on consultative discovery, solution design, and account strategy while building the operational rigor and playbooks that help the team scale.

You'll partner closely with CX leadership, Sales, Product, and Services to align team efforts with broader company and customer goals, and you'll be accountable for the health, retention, and growth of the book of business your team manages.

What You'll Focus On

• Team Leadership & Talent Development
  • Hire, coach, and develop TAMs to grow their technical acumen, consultative skills, and customer impact
  • Build a culture of accountability, continuous improvement, and customer obsession
• Portfolio Health & Risk Management
  • Maintain visibility across the team's full book of business, ensuring proactive health management and early risk identification
  • Drive consistent execution of adoption and recovery plays at scale
• Operational Excellence & Scalability
  • Establish and refine team processes, playbooks, and quality standards that drive consistency, efficiency, and repeatability across onboarding, recurring services, account health, and AI & Agent enablement motions
• Innovation Strategy & AI Enablement
  • Champion the adoption of AI and automation across the team's delivery model
  • Ensure TAMs are equipped to drive customer outcomes through ClickUp AI, workflow automation, and emerging platform capabilities

Core Responsibilities

• Managers, TAM act as the leadership layer that ensures their team delivers strategic and technical excellence at scale, multiplying impact through people, process, and coaching.
• Team Leadership & Development
  • Recruit, onboard, and develop a high-performing team of TAMs, setting clear expectations for delivery quality, customer outcomes, and professional growth
  • Conduct regular 1:1s, account reviews, and coaching sessions to accelerate skill development across consultative discovery, solution design, AI enablement, and executive engagement
  • Build and maintain individual development plans, identify high-potential talent, and create stretch opportunities that prepare team members for senior and leadership roles
  • Foster a team culture rooted in accountability, collaboration, and continuous improvement
• Portfolio & Account Health Oversight
  • Maintain a portfolio-level view of account health, adoption, and risk across your team's full book of business, using dashboards and reporting to identify trends and intervene early
  • Ensure your team executes consistent account review cadences, adoption plays, and recovery plans in alignment with established frameworks and playbooks
  • Own escalation management for high-risk accounts within your pod, partnering with senior leadership and cross-functional stakeholders to drive resolution
  • Guide TAMs on stakeholder mapping, champion development, and strategic account planning to deepen relationships and protect revenue
  • Ensure TAM pod is achieving healthy utilization numbers
• Operational Excellence & Process
  • Define, document, and continuously improve team workflows, playbooks, and quality standards for onboarding, IER delivery, account health management, and AI enablement
  • Drive adoption of team-level metrics and KPIs, using data to identify performance gaps, celebrate wins, and inform coaching priorities
  • Partner with CX Operations and Programs to implement and iterate on scalable processes that increase team efficiency and customer impact
  • Ensure consistent documentation practices and knowledge sharing across the team
• AI Enablement & Innovation Leadership
  • Champion the team's adoption and mastery of ClickUp AI, automation, and Agent capabilities, ensuring TAMs can confidently deliver AI-driven outcomes to customers
  • Identify patterns and opportunities across the portfolio for AI use cases, building team-level best practices, training materials, and reusable frameworks
  • Partner with Product and enablement teams to provide feedback on AI features and advocate for capabilities that accelerate customer value
  • Track and report on team-level AI adoption metrics, credit consumption trends, and customer impact
• Account & Growth Strategy
  • Own team-level retention, expansion, and renewal targets, ensuring TAMs are effectively surfacing growth signals and partnering with Sales on qualified opportunities
  • Coach TAMs on connecting platform adoption to business value using established value frameworks, and review key customer artifacts and presentations
  • Partner with Sales and CS leadership on strategic account planning for high-value or complex accounts within the pod
  • Drive alignment between your team's delivery and the broader account strategy for renewals, expansions, and AI upsells
• Cross-Functional Partnership & Alignment
  • Serve as the primary liaison between your TAM pod and CX leadership, Sales, Product, Support, and Services, ensuring alignment on priorities, capacity, and delivery expectations
  • Translate customer and team insights into actionable feedback for Product, Engineering, and Enablement, advocating for improvements that benefit the broader customer base
  • Collaborate with peer managers and senior leaders to share best practices, align on standards, and drive consistency across the TAM organization
  • Represent the TAM team in cross-functional planning, EBRs, and strategic initiatives

Core Skills & Competencies

• People Leadership
  • Proven ability to hire, coach, and develop high-performing technical teams
  • Creates clarity through goal-setting, regular feedback, and development planning
  • Builds trust and psychological safety while holding the team to a high bar
• Technical Acumen
  • Strong understanding of ClickUp platform capabilities, automation logic, integrations, and AI Agent functionality
  • Able to coach TAMs on solution design and troubleshoot complex customer scenarios without needing to own every detail
• AI Expertise
  • Deep familiarity with generative AI concepts, prompt design, agent architecture, and automation frameworks
  • Able to set the team's AI enablement strategy and ensure TAMs are equipped to drive adoption at scale
• Consultative & Strategic Thinking
  • Skilled at pattern recognition across a portfolio of accounts
  • Coaches TAMs on discovery, workflow mapping, and value articulation
  • Connects account-level insights to team-wide strategy and organizational priorities
• Operational Rigor
  • Builds and refines scalable processes, playbooks, and quality standards
  • Uses data and metrics to drive decisions, identify performance trends, and continuously improve team delivery
• Data & Reporting
  • Comfortable building and using dashboards and metrics to communicate team health, portfolio trends, and business impact to leadership
  • Interprets data to inform coaching, resource allocation, and escalation decisions
• Customer Engagement
  • Executive presence with the ability to step into high-stakes customer conversations, de-escalate risk, and strengthen relationships at the ATL and BTL level
  • Models the consultative, trust-building approach expected of the team
• Collaboration & Influence
  • Strong cross-functional partner who aligns Sales, Product, Support, and Services around shared customer outcomes
  • Influences without authority through insight, data, and consistent execution
  • Represents the team's voice in leadership forums