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Customer Success Manager

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Upwork

Dec 5

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Sales & Business Development
  • United States
    Remote
  • Quick Apply

AI generated summary

  • You need 3-5+ years in Customer Success or Sales, strong relationship-building skills, experience with data-driven strategies, project management, and a proactive, resilient attitude.
  • You will drive customer adoption, provide expert consultations, build relationships, manage success plans, mitigate churn, offer product feedback, and collaborate with cross-functional teams.

Requirements

  • 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

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

FAQs

Is this position remote or in-office?

This position is remote-first, allowing employees to work from anywhere, with some travel required to visit key customer stakeholders in person.

What are the primary responsibilities of the Customer Success Manager?

The primary responsibilities include partnering with customers to achieve their Talent/Workforce and Business goals, providing expert consultation and training, building and executing Customer Success Plans, fostering relationships with Hiring Managers, and collaborating with cross-functional teams.

What qualifications are needed to apply for this role?

Candidates should have 3-5+ years of experience in Customer Success, Account Management, or Sales, experience with large Enterprise customers, a proven track record of meeting retention goals, and strong consultative and communication skills.

What does the compensation package look like for this role?

The annual base salary range for this position is between $74,000 and $96,000 USD, depending on skills, qualifications, experience, and location. Additionally, it includes eligibility for an annual bonus plan or sales incentive plan and participation in a long-term equity incentive program.

Does Upwork provide benefits to its employees?

Yes, Upwork offers comprehensive medical insurance, unlimited paid time off, a 401(k) plan with matching contributions, 12 weeks of paid parental leave, and an Employee Stock Purchase Plan among other exceptional benefits.

How important is experience with the Upwork platform for this position?

While experience with the Upwork platform is beneficial, the key focus of the role is on customer success, relationship management, and driving adoption of talent solutions, which can be achieved through relevant experience in similar environments.

What type of customers will I be working with?

You will be partnering with Enterprise customers, including large organizations and Fortune 100 enterprises, to help them utilize the Upwork platform effectively.

Is travel required for this job?

Yes, some travel is required to visit key customer stakeholders in person as part of relationship-building and engagement efforts.

How does Upwork promote diversity and inclusion in the workplace?

Upwork is committed to recruiting and retaining a diverse and inclusive workforce and is an Equal Opportunity Employer, ensuring no discrimination based on various protected characteristics.

What kind of internal collaboration can I expect in this role?

You will work closely with cross-functional partners, including Sales, Professional Services, Talent Services, Support, Marketing, Product, Engineering, Implementation, and User Research, to drive customer success initiatives.

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Upwork

The world’s work marketplace.

Technology
Industry
501-1000
Employees
2015
Founded Year

Mission & Purpose

Upwork is a global freelancing platform that connects businesses with independent professionals across various fields, including writing, design, programming, and marketing. The company's ultimate mission is to create economic opportunities for individuals by providing a flexible and scalable platform where freelancers and businesses can collaborate effectively. Upwork's purpose is to empower a diverse workforce by facilitating remote work, allowing professionals to find projects that match their skills and interests while enabling companies to access a broad talent pool and manage projects efficiently.

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