Customer Success Manager

Summary

Join Upwork as a Manager, Customer Success and lead a team of Enterprise Customer Success Managers. You will provide strategic leadership, coaching, and operational discipline to ensure high team performance. Responsibilities include driving customer engagement, retaining revenue, and providing consultative guidance. You will also forecast revenue, identify opportunities, and engage directly with Enterprise accounts. This role requires strong leadership, coaching, and data analysis skills, along with experience in customer success and managing enterprise clients. Upwork offers competitive compensation, including a base salary range of $115,250 - $160,000 USD and an OTE of $143,750 - $200,000 USD, along with comprehensive benefits.

Requirements

• 5+ years of experience in Customer Success, Account Management, or Sales, with at least 2+ years managing a team
• Proven success working with Enterprise clients, with a strong track record of driving adoption, retention, and expansion
• Strong leadership and coaching abilities, with experience developing high-performing teams that operate as trusted advisors to customers
• Expertise in customer engagement strategies, consultative selling, and workforce solutions, with a deep understanding of contingent workforce trends
• Ability to analyze and leverage customer data, using insights to drive decision-making and optimize customer programs
• Cross-functional collaboration skills, with experience working across Sales, Product, and Marketing teams to drive impact
• Exceptional communication and executive presence, with the ability to influence senior stakeholders and decision-makers

Responsibilities

• Contributes to the strategy and execution plans for a team of Enterprise CSMs, driving performance with minimal oversight while aligning to broader Customer Success objectives
• Establishes a standard of excellence within the team, continuously optimizing best practices and driving operational efficiencies that enhance customer outcomes
• Lead, mentor, and develop a team of Enterprise CSMs, ensuring they operate as strategic consultants for customers while continuously developing their skills
• Accurately forecast anticipated revenue, identify future revenue opportunities, serve as an expert in quality QBRs and creation of Success Plans
• Engage directly with Enterprise accounts to support high-value opportunities, strategic initiatives, and executive-level stakeholder management
• Monitor customer health metrics, proactively identifying risks and opportunities to drive retention, expansion, and customer advocacy
• Implement and refine processes that drive efficiency, enhance customer experience, and streamline CSM workflows
• Takes ownership of team performance, proactively identifying gaps in customer engagement strategies and implementing corrective actions to drive retention and growth
• Leverage data-driven insights to assess team performance, refine customer engagement strategies, and drive measurable business impact
• Establish and track clear performance metrics, ensuring CSMs are not only meeting business goals but also demonstrating proactive leadership and customer influence
• Leverages internal insights and best practices from Upwork’s own usage of the platform to guide customers in developing high-impact contingent workforce programs

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
• Development programs
• Mentorship
• Upwork Belonging Communities