Job Application for Manager, Customer Success at Upwork

Manager, Customer Success

We are seeking a Manager, Customer Success to lead a team of Enterprise Customer Success Managers (CSMs). This team is responsible for driving customer engagement, retaining revenue, and providing consultative program guidance to maximize the value of Upwork’s solutions.

As a Manager, Customer Success, you will provide strategic leadership, coaching, and operational discipline to ensure your team operates at the highest level of performance. Your goal is to develop a high-performing team that is successful at proactive problem-solving, strategic customer partnership, and influencing customers’ contingent workforce strategies.

This role is essential in ensuring the team meets and exceeds key business objectives while fostering a culture of continuous improvement. You will also work cross-functionally to support broader Customer Success initiatives, drive process improvements, and influence the long-term strategy of Upwork’s Customer Success organization.

Your Responsibilities

Contributes to the strategy and execution plans for a team of Enterprise CSMs, driving performance with minimal oversight while aligning to broader Customer Success objectives.
Establishes a standard of excellence within the team, continuously optimizing best practices and driving operational efficiencies that enhance customer outcomes.
Lead, mentor, and develop a team of Enterprise CSMs, ensuring they operate as strategic consultants for customers while continuously developing their skills.
Accurately forecast anticipated revenue, identify future revenue opportunities, serve as an expert in quality QBRs and creation of Success Plans.
Engage directly with Enterprise accounts to support high-value opportunities, strategic initiatives, and executive-level stakeholder management.
Monitor customer health metrics, proactively identifying risks and opportunities to drive retention, expansion, and customer advocacy.
Implement and refine processes that drive efficiency, enhance customer experience, and streamline CSM workflows.
Takes ownership of team performance, proactively identifying gaps in customer engagement strategies and implementing corrective actions to drive retention and growth.
Leverage data-driven insights to assess team performance, refine customer engagement strategies, and drive measurable business impact.
Establish and track clear performance metrics, ensuring CSMs are not only meeting business goals but also demonstrating proactive leadership and customer influence.
Leverages internal insights and best practices from Upwork’s own usage of the platform to guide customers in developing high-impact contingent workforce programs.

The estimated base compensation pay range for this role is displayed below.

Salary Range

$115,250 - $160,000 USD

This position is also eligible for sales incentive compensation, and when combined with the base compensation, the estimated On-Target Earnings (OTE) for this position amount.

OTE

$143,750 - $200,000 USD

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Manager, Customer Success

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