Customer Success Manager

Summary

Join Upwork as an Enterprise Customer Success Manager and partner with clients to achieve their talent and workforce goals using the Upwork platform. This strategic role requires a proven track record in customer success, retention, and driving adoption in enterprise environments. You will provide expert consultation and training, build and execute customer success plans, and proactively engage with hiring managers. Internal responsibilities include ownership of retention and churn mitigation, forecasting, and collaboration with sales. You will also actively participate in product feedback and work closely with cross-functional teams. This position requires 3-5+ years of experience in customer success, account management, or sales with a focus on retention and enterprise clients. Upwork offers a comprehensive benefits package including unlimited paid time off, a 401(k) plan, parental leave, and an employee stock purchase plan.

Requirements

• 3-5+ years of experience in Customer Success, Account Management, or Sales with direct responsibility for retention targets; experience with large Enterprise customers
• Proven track record of meeting or exceeding retention goals and business KPIs, commercial orientation and business acumen
• Demonstrated history of building enduring customer relationships with key stakeholders
• Strong consultative skills, including effective discovery, and creative problem solving
• Excellent communication skills, experience leading client meetings, QBRs, product trainings
• Comfort with data-driven storytelling and leveraging data to provide effective recommendations
• Strong project management and time management skills - can stay organized and manage multiple projects simultaneously
• Effective collaboration with cross-functional teams in a matrix environment
• Strong sense of ownership, bias for action, and resilience - you are scrappy, will roll up your sleeves and can make things happen
• Some travel to visit key customer stakeholders in person

Responsibilities

• Partner with our customers to achieve their Talent / Workforce and Business goals, by driving adoption with Hiring Managers and ensuring they see value with the Upwork platform
• Provide expert consultation and training on Workforce talent sourcing/management, integrations (SSO, HRIS, etc), Upwork product configurations, Upwork Talent network, and best practices within the context of customer-appropriate workflows
• Build and execute on Customer Success Plans outlining customer approach to maximizing value of the Upwork platform (ensure Healthy customers)
• Proactively build trusted relationships and maintain continuous engagement with Hiring Managers to drive increased adoption of Upwork offerings (expansion with existing users); including weekly, monthly and QBR meetings with appropriate stakeholders
• Internally, own retention and churn mitigation of existing spend on the platform, including an internal Forecast, and partner with Sales on the expansion/growth motion
• Actively participate in full Product feedback loop - provide thoughtful customer-driven product feedback to R&D teams, and represent Product roadmap and vision to the customer
• Work closely with cross-functional partners like Sales, Professional Services, Talent Services, Support, Marketing, Product, Engineering, Implementation, Solution Architects, User Research
• Exercise sound judgment, customer-centricity, and bias for action in resolving issues through effective and collaborative problem-solving, appropriate escalations, etc

Preferred Qualifications

Experience with consumption-based business models, and HR tech, Talent Acquisition, Staffing, VMS/MSP industries a plus

Benefits

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