Sr Customer Success Manager, Commercial

Job Description

• Partner with our Commercial customers to achieve their goals, by driving adoption with Hiring Managers and ensuring they see value with the Upwork platform • Provide expert consultation and training on talent sourcing/management, integrations (SSO, HRIS, etc), Upwork product configurations, and best practices • Effectively and efficiently triage incoming customer requests and proactively maintain continuous engagement with Hiring Managers to drive increased adoption of Upwork offerings • Internally, own retention and churn mitigation of existing spend on the platform in partnership with Digital CS Program Manager, and partner with Sales on the expansion/growth motion • Provide thoughtful customer-driven product feedback to R&D teams • Work closely with cross-functional partners including Digital CS Programs, Sales, Professional Services, Support, Marketing, Product, Engineering in delivering customer value • Exercise sound judgment, customer-centricity, and bias for action in resolving issues through effective and collaborative problem-solving, appropriate escalations, etc

Qualifications

• 3+ years of experience in Customer Success with direct responsibility for retention targets; experience with a high volume of customers • Experience with consumption-based model, HR/TA tech, Staffing, VMS/MSP industries a plus • Proven track record of meeting/exceeding your KPIs, strong commercial orientation • Strong project and time management skills - can stay organized across multiple projects • Strong sense of ownership, bias for action, resilience - you roll up your sleeves and make things happen • Strong consultative skills, including effective discovery, creative problem solving, and follow-through • Ability to effectively prioritize, focusing on highest impact initiatives

Benefits

• comprehensive medical insurance coverage for both you and your family • unlimited paid time off • a 401(k) plan with matching contributions • 12 weeks of paid parental leave • Employee Stock Purchase Plan