Digital Customer Success Program 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 looking for a Digital Customer Success Program Manager to join our Customer Success team to expand our reach and impact through digital programs. You will build proactive experiences that scale our ability to drive customer value and adoption through all phases of the customer journey.  You’ll develop customer centric communication strategies and have an appetite for experimenting with different tools and approaches. 

By driving customer value, your role will improve customer retention, adoption and success.  You are an independent contributor that brings strong organization, problem-solving and communication skills along with curiosity and enjoyment of experimentation.  The ideal candidate has previous experience building digital/scalable Customer Success programs and automation. 

 Your Responsibilities: 

• Develop and execute on critical aspects of a customer’s digital lifecycle journey with 1-to-many strategies like webinars, office hours, trigger-based email nurtures, online customer learning
• Own the programs content calendar that effectively meets our customers’ needs; conduct customer research (internally and externally) to develop customer empathy, and customer-centric understanding of adoption challenges
• Identify cohorts of customers to target with proactive programs ensuring the right message delivered to the right customer at the right time
• Maintain a program measurement framework to review program’s effectiveness and optimize; ensure we are driving towards our customer adoption goals and Upwork business goals
• Actively partner and align cross-functionally to ensure your programs are complementary with live interactions by customer-facing teams (Customer Success and Account Management) and digital touchpoints from other Upwork teams like Marketing, Product, etc
• Inventory and curate available content, identify gaps and collaborate with subject matter experts to develop critical content as needed

What it takes to catch our eye:

• 2+ years of experience in Digital Customer Success Programs or Customer Marketing roles with hands on experience of running webinars, building trigger-based email nurtures, etc 
• 4+ years of direct customer-facing experience in B2B GTM 
• Experience with SFDC and understanding of the ‘scaled programs’ tech-stack
• Experience with customer comms platforms like Outreach and/or Gainsight/Vitally
• Excellent communication skills - writing and verbal, comfort presenting to larger audiences. Communication is clear, concise, easy-to-follow and engaging. You can make a complex problem seem approachable and digestible
• Experience in contracting with content creators to develop longer form assets that may be beyond your own expertise
• Excellent cross-functional collaboration skills - you easily flex from leading to following, and can effectively navigate challenging situations
• Strong project and time management skills - can stay organized, manage multiple projects simultaneously, and shepard large cross-functional groups in executing on a goal
• Data driven approach to problem solving and strong analytical skills
• Strong sense of ownership, bias for action, and resilience - you are scrappy, will roll up your sleeves and can make things happen. If you don’t know something, you will figure it out

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.

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