Sr Customer Success Manager

Upwork•Chicago, TX

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. Come change how the world works. At Upwork, you’ll shape the future of work for a global, remote-first workforce, creating economic opportunities for professionals worldwide. While we have a physical office in Palo Alto, we currently hire full-time employees in 34 U.S. states, making it easier than ever to join our mission from wherever you call home. Our culture is built on trust, risk-taking, customer focus, and excellence, all in service of our core mission: to create economic opportunities so people have better lives. We embrace authenticity and inclusion, encouraging everyone to bring their whole selves to work. Personal and professional growth is a priority here, supported through development programs, mentorship, and our Upwork Belonging Communities.

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