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Customer Success Manager

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Upwork

29d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • United States
    Remote
  • Quick Apply

AI generated summary

  • You need 3-5+ years in Customer Success or Account Management, strong consultative skills, a proven track record in retention, excellent communication, project management, and data-driven storytelling.
  • You will engage with customers to drive platform adoption, provide training, manage relationships, execute success plans, mitigate churn, and collaborate with cross-functional teams for product feedback.

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

What is the role of an Enterprise Customer Success Manager at Upwork?

The Enterprise Customer Success Manager partners with customers to help them achieve their Talent and Workforce goals using the Upwork platform, driving adoption, providing consultation and training, and building trusted relationships with Hiring Managers.

What are the primary responsibilities of this position?

The primary responsibilities include driving adoption of the Upwork platform, providing expert consultation, building Customer Success Plans, maintaining relationships with Hiring Managers, owning retention efforts, participating in product feedback, and collaborating with cross-functional teams.

What qualifications are needed for this role?

Candidates should have 3-5+ years of experience in Customer Success, Account Management, or Sales, demonstrate a track record in retention and KPIs, possess strong consultative skills, and have excellent communication and project management skills.

Is travel required for this job?

Yes, some travel is required to visit key customer stakeholders in person.

What sort of industries does experience in this role benefit?

Experience in consumption-based business models and industries like HR tech, Talent Acquisition, Staffing, or VMS/MSP is beneficial.

What are the estimated salary and compensation for this role?

The estimated base salary range is $80,000—$105,000 USD, with On-Target Earnings (OTE) estimated at $100,000—$125,000 USD.

Are there benefits offered to employees in this role?

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

Does Upwork promote a diverse and inclusive workforce?

Yes, Upwork is committed to recruiting and retaining a diverse and inclusive workforce and is an Equal Opportunity Employer.

How does Upwork support employee growth and development?

Upwork encourages personal and professional growth through development opportunities, mentorship programs, and participation in Upwork Belonging Communities.

What is the company culture like at Upwork?

The culture at Upwork revolves around values of trust, risk-taking, customer focus, and excellence, with a mission to create economic opportunities for better lives.

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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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