Customer Success Manager

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to large, Fortune 100 enterprises with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.

Last year, more than $3.8 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.

We’re seeking a dynamic Enterprise Customer Success Manager to partner with customers and help them achieve their Talent and Workforce goals using the Upwork platform. This role is ideal for a strategic thinker with a proven track record in customer success, retention, and driving adoption in enterprise environments.

Your 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

What it takes to catch our eye: 

• 3-5+ years of experience in Customer Success, Account Management, or Sales with direct responsibility for retention targets; experience with large Enterprise customers

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

• 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

Come change how the world works.

At Upwork, you’ll shape talent solutions for how the world works today. We are a remote-first organization working together to create exciting remote work opportunities for a global community of professionals. While we have physical offices in San Francisco and Chicago, currently we also hire full-time employees in 19 states in the United States. 

At the core of our vibrant culture are shared values that form the foundation of our organization. These values revolve around trust, risk-taking, customer focus, and excellence. Our overarching mission is to create economic opportunities so that people have better lives. We foster an environment where individuals are encouraged to bring their authentic selves to work, nurturing personal and professional growth through development opportunities, mentorship programs, and participation in Upwork Belonging Communities.

We take pride in providing exceptional benefits to our employees. These include 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, and an Employee Stock Purchase Plan. To explore these benefits in detail, as well as gain insights into our company values, working principles, and the overall employee experience, we invite you to visit our Life at Upwork page.

Check out our Careers page to learn more about the employee experience.   

Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

"Additionally, a criminal background check may be run on a candidate after a conditional offer of employment is made. Qualified applicants with arrest or conviction records will be considered in accordance with applicable law, including the California Fair Chance Act and local Fair Chance ordinances. "