Manager, Customer Success

Upwork ($UPWK) is the world’s work marketplace.

We are seeking a Manager, Customer Success to lead a team of Enterprise Customer Success Managers (CSMs).

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.

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 talent solutions for how the world works today.

We are a remote-first organization working together to create exciting remote work opportunities for a global community of professionals.

Check out our Careers page to learn more about the employee experience.

Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce.

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

{#salary}Salary Range

$115,250—$160,000 USD{/id}

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