Sr Customer Success Manager

Upwork•Austin, TX

1d•Remote

About The Position

As a Marketplace Senior Customer Success Manager at Upwork, you’ll drive success for a portfolio of clients by helping them unlock the full value of our marketplace. You’ll act as a strategic partner and consultant, building strong relationships, analyzing account data, and delivering actionable insights that fuel growth and retention. This is a unique opportunity to directly impact how businesses scale through talent, while developing your skills in a fast-paced, purpose-driven environment.

Requirements

Proven success managing accounts or client relationships in a high-growth, digital, or marketplace environment
Ability to distill complex challenges into actionable plans, communicate with clarity, and influence cross-functional teams
Strong comfort with data: analyzing performance metrics, creating reports, and telling compelling stories with numbers
Proficiency using AI tools for workflow acceleration, insight generation, or content refinement
Curiosity, grit, and a desire to continuously improve processes, relationships, and outcomes

Responsibilities

Manage a diverse portfolio of client accounts, proactively identifying opportunities to drive engagement, retention, and growth through tailored solutions
Partner with clients to understand their business goals, talent needs, and platform usage to co-create success plans that align with strategic priorities
Use data-driven insights to monitor account performance, identify trends, and recommend optimization strategies across hiring, spend, and success metrics
Collaborate cross-functionally with product, marketing, and operations teams to escalate client feedback and support solution delivery
Lead regular client check-ins, QBRs, and strategic conversations, ensuring stakeholders feel heard, supported, and empowered
Resolve client issues with urgency and empathy, balancing long-term relationship health with short-term impact
Leverage AI tools to analyze account data, summarize conversations, and refine client-facing materials for accuracy and clarity