Sr Customer Success Manager, Commercial

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 are seeking a dynamic Sr. Customer Success Manager to help our commercial clientsmaximize their use of our platform. In this role, you will drive adoption with Hiring Managers, providing expert consultation on talent sourcing, platform configurations, and best practices. Your responsibilities will include managing customer requests, maintaining continuous engagement, and partnering with Scale Engagement Management to ensure retention and minimize churn. Collaborating with various cross-functional teams, you will deliver exceptional customer value and provide feedback to R&D. 

Your 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
• Work closely with cross-functional partners including Digital CS Programs, Sales, Professional Services, Support, Marketing, Product, Engineering in delivering customer value
• 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+ years of experience in Customer Success with direct responsibility for retention targets; experience with a high volume of customers
• Experience with consumption-based model, HR/TA tech, Staffing, VMS/MSP industries a plus
• Proven track record of meeting/exceeding your KPIs, strong commercial orientation
• Strong project and time management skills - can stay organized across multiple projects
• Strong sense of ownership, bias for action, resilience - you roll up your sleeves and make things happen
• Strong consultative skills, including effective discovery, creative problem solving, and follow-through
• Ability to effectively prioritize, focusing on highest impact initiatives

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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