Remote Sr Customer Success Manager

Summary

The job is for a Senior Customer Success Manager at Upwork who will help commercial clients maximize their use of the platform by driving adoption, providing expert consultation, and maintaining continuous engagement. The role involves managing customer requests, partnering with Scale Engagement Management to ensure retention and minimize churn, collaborating with various cross-functional teams, and delivering exceptional customer value.

Requirements

3+ years of experience in Customer Success with direct responsibility for retention targets; experience with a high volume of customers

Responsibilities

• Partner with our Commercial customers to achieve their goals, by driving adoption with Hiring Managers and ensuring they see value with the Upwork platform
• Provide expert consultation and training on talent sourcing/management, integrations (SSO, HRIS, etc), Upwork product configurations, and best practices
• Effectively and efficiently triage incoming customer requests and proactively maintain continuous engagement with Hiring Managers to drive increased adoption of Upwork offerings
• Internally, own retention and churn mitigation of existing spend on the platform in partnership with Digital CS Program Manager, and partner with Sales on the expansion/growth motion
• Provide thoughtful customer-driven product feedback to R&D teams

Preferred Qualifications

Experience with consumption-based model, HR/TA tech, Staffing, VMS/MSP industries a plus

Benefits

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