Account Manager, Commercial

Summary

Join Upwork's high-impact team as a Commercial Account Manager supporting mid-market clients. This role focuses on delivering value, enhancing client satisfaction, and driving positive outcomes. You will connect client goals with Upwork's platform capabilities and collaborate across teams for measurable impact. Responsibilities include managing client portfolios, creating tailored solutions, identifying growth opportunities, conducting account planning, addressing client concerns, maintaining accurate records, and sharing best practices. The ideal candidate possesses 2+ years of experience in account management or a similar role, a proven track record of managing stakeholder relationships, strong communication skills, and a self-starter attitude. Upwork offers comprehensive benefits, including medical coverage, unlimited PTO, a 401(k) plan, paid parental leave, and an Employee Stock Purchase Plan. The position offers a competitive salary range and sales incentive compensation.

Requirements

• 2+ years of experience in account management, customer success, or a similar client-facing role
• Proven track record of managing multiple stakeholder relationships and solving problems with a customer-first mindset
• Ability to work collaboratively across teams in a dynamic, fast-paced environment
• Strong communication skills with comfort presenting data-backed insights and strategy
• A self-starter attitude and a growth mindset—you’re eager to learn, adapt, and drive positive change

Responsibilities

• Manage a portfolio of mid-market clients, ensuring proactive engagement, consistent communication, and long-term satisfaction
• Partner with cross-functional teams to co-create solutions tailored to each client’s strategic objectives
• Identify and develop growth opportunities within your accounts, using data insights and client feedback to inform your approach
• Conduct account planning and contribute to quarterly business reviews that reflect client goals, usage trends, and future recommendations
• Address client concerns with urgency and empathy, contributing to high Net Promoter Scores and retention metrics
• Maintain up-to-date and accurate account records within CRM and internal tools to support visibility and collaboration
• Share success stories and lessons learned with peers to continuously improve team performance and client outcomes

Benefits

• Comprehensive medical coverage for you and your family
• Unlimited PTO
• A 401(k) plan with matching
• 12 weeks of paid parental leave
• An Employee Stock Purchase Plan