Manager, Customer Success

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.