Sr. Customer Success Manager, Marketplace

Upwork • Austin, TX

9h

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

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees