Customer Success Manager

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