Senior Engagement Manager

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. 🚀 Engagement Management is a new and fast-growing practice at ClickUp, and it's quickly becoming central to how we serve our enterprise customers. Our EMs bring program leadership, service delivery and change management together in one role. As a ClickUp Senior Engagement Manager you will lead the formation and orchestration of post-sale strategy and execution for the company’s largest and most strategic clients. We're looking for someone hungry, who excels in building, and who takes genuine pride in the quality of their work. Here, Engagement Managers are the single point of accountability for outcomes. You own everything between the contract being signed and the client seeing measurable results: what was sold gets delivered, on time and on margin, and we can prove it worked. You'll lead enterprise SaaS implementations across the full engagement lifecycle, from shaping scope in pre-sales, mobilizing the team and delivery, go-live, stabilization and a clean handover to the account team. You'll run work-stream programs with Paid TAMs, AI specialists, Product and Engineering, and the client's own project team, and you'll be the trusted advisor to the client's executive sponsor. Simply put: you are the single point of accountability for delivery, the client's partner in getting value from ClickUp, and a thought leader for how we deliver. YOUR ROLE - Stakeholder Management - Serve as the primary client contact for delivery - Build strong relationships with stakeholders while ensuring delivery remains aligned to client objectives and contractual commitments. - Build trusted relationships with client executive sponsors and program leads at VP and C-level, acting as their primary point of contact for delivery. - Navigate complex enterprise stakeholder environments and competing priorities across client functions (IT, PMO, business sponsors, procurement) and broker alignment when they conflict. - Project Delivery Oversight - Deliver engagements against agreed scope, schedule, hours budget and quality, using rigorous change control to protect timelines and delivery margin. - Translate customer business requirements into internal deliverables and milestones - Own engagement governance, including kickoffs, weekly working sessions, sponsor check-ins and SteerCos, and provide clear, concise status reporting to clients and internal stakeholders. - Lead and coordinate multidisciplinary teams, fostering a collaborative, accountable and high-performing delivery culture while providing coaching, direction and support. - Proactively manage risks, issues and dependencies through the RAID log, and act as the primary escalation point. - Manage engagement financials, including hours burn, forecasting, utilisation and margin, flagging overrun risk early and agreeing recovery plans. - Drive AI adoption - Guide clients from manual workflows to AI-assisted and agent-driven operations, and own post-go-live adoption outcomes. - Drive Value and Business Outcomes - Identify expansion opportunities through delivery and co-sell with Account Executives, bringing the delivery credibility that secures follow-on work. - Establish a value baseline before configuration begins, track benefits through go-live, and produce the value assessment that underpins renewal and expansion. - Governance - Design and run governance mechanisms - Track delivery efficacy, timelines, value realization and customer experience - Create continuous-improvement mechanisms - Change Management & Communication - Own communications around delivery status, risks and outcomes - Manage escalation and communication across customer/internal teams - Assess change readiness and resistance across impacted teams; build sponsor and champion networks to carry the rollout. - Design the communications and enablement plan with the client, and sequence go-live to match the organization's capacity for change. - Role Development - Contribute to building the Engagement Management practice by iterating on templates, playbooks and AI workflows that make every engagement faster and more consistent. YOUR SKILLS AND EXPERIENCE - 5+ years of software and/or services delivery experience, with at least 2 years as the accountable project, program or engagement lead. - Proven track record taking enterprise SaaS deployments from kickoff through go-live and into adoption, ideally in work management, PSA, CRM, ITSM or collaboration platforms. - Strong grasp of SaaS implementation fundamentals: workspace and data architecture, permissions and SSO, integrations, data migration, change management and enablement. No coding required, but you can challenge an unrealistic technical scope. - Comfortable with Agile, Waterfall and hybrid delivery, and knowing which one the client actually needs. - Commercial acumen: you've managed engagement budgets, SoWs, change requests and margin, and you know when to push for expansion vs when to stabilize. - Executive presence: you can run a SteerCo, deliver bad news early with a recovery plan, and hold a line on scope with a CIO in the room. - Experience leading cross-functional and distributed teams you don't directly manage, across client, partner and internal resources. - Strategic judgment to separate genuine product gaps from client process or training gaps. - Hands-on with AI: you already use AI to work faster, and you can credibly advise clients on where agents and automation fit. - Excellent written and verbal communication. Status reports people actually read. Nice to have: Experience in work management