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.
This is a people leadership role, reporting to the Senior Director, Customer Success.
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.
What It Takes to Catch Our Eye
- 5+ years of experience in Customer Success, Account Management, or Sales, with at least 2+ years managing a team.
- Proven success working with Enterprise clients, with a strong track record of driving adoption, retention, and expansion.
- Strong leadership and coaching abilities, with experience developing high-performing teams that operate as trusted advisors to customers.
- Expertise in customer engagement strategies, consultative selling, and workforce solutions, with a deep understanding of contingent workforce trends.
- Ability to analyze and leverage customer data, using insights to drive decision-making and optimize customer programs.
- Cross-functional collaboration skills, with experience working across Sales, Product, and Marketing teams to drive impact.
- Exceptional communication and executive presence, with the ability to influence senior stakeholders and decision-makers.
Come change how the world works.
At Upwork, you’ll shape the future of work for a global, remote-first workforce, creating economic opportunities for professionals worldwide. While we have a physical office in Palo Alto, we currently hire full-time employees in 21 U.S. states, making it easier than ever to join our mission from wherever you call home.
Our culture is built on trust, risk-taking, customer focus, and excellence, all in service of our core mission: to create economic opportunities so people have better lives. We embrace authenticity and inclusion, encouraging everyone to bring their whole selves to work. Personal and professional growth is a priority here, supported through development programs, mentorship, and our Upwork Belonging Communities.
Upwork is an Equal Opportunity Employer committed to recruiting and retaining a diverse and inclusive workforce. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other legally protected characteristics under federal, state, or local law.
Please note that a criminal background check may be required once a conditional job offer is made. Qualified applicants with arrest or conviction records will be considered in accordance with applicable law, including the California Fair Chance Act and local Fair Chance ordinances.
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