Upwork is the world's largest freelancing website. Each year $1.5 billion of work happens through Upwork, allowing businesses to get more done and helping professionals break free of traditional time and place boundaries and work anytime, anywhere on projects they love. At Upwork, you'll help build on this momentum. Together, we'll create economic and social value on a global scale, providing a trusted online workplace for businesses to connect with extraordinary talent and work without limits.

Upwork is the world’s top freelancing website. Each year over $1 billion of work happens through Upwork, helping businesses get more done and freelancers work anytime, anywhere on projects they enjoy. You’ll build on this momentum. Together we’ll create economic and social value on a global scale, providing a trusted online workplace for professionals to connect, collaborate and succeed.

The Upwork Sales team brings our contingent staffing solutions to mid-market and large enterprises. As a Manager of Customer Success, you will work the day to day operations of product and services offerings including customer education, expansion, and retention for our high value marketplace customers. You will partner cross-functionally to swiftly resolve customer issues to delight our clients every step of the way. As a leader, you’d be responsible for identifying, training and mentoring a group of Success Professionals with a focus on success and retention of our customers. This role reports to our VP of Enterprise Success and is based in Chicago, IL.

Your Responsibilities

• Hire and train a team of customer focused reps to provide excellent service to our customers
• Represent and guide the operations of our most savvy users
• Design and execute on the entire post sale process through ongoing monitoring and service of our customer base.
• Ensure timely resolution of customer issues related to service fulfillment, product issues, freelance management, reporting and billing
• Implement strategic ways for our clients to buy more and reduce churn
• Develop positive working relationships with client engagement managers, internal Upwork teams and freelancers, and advance issues when needed
• Collaborate with the Sales and Operations teams to architect freelancer initiatives and standard operating procedures
• Deliver results on a monthly cadence to leadership
• Display strong leadership skills with the ability to motivate and focus on team objectives

What it takes to catch our eye

• 5+ years experience in operations in a post sale environment in either a hyper-growth environment or within the Human Capital Management space
• Experience working with multiple clients and building operational playbooks to ensure service quality and responsiveness for reported issues
• Previously shown your success in expansion, upsells and return of a user
• Intimate knowledge in training your customers through multiple mediums

How to really knock our socks off

• Experience in a hyper growth, high energy sales environment that is metrics driven.
• Shown your ability to hold team accountable for daily and weekly numbers.
• Ability to work with your sales leaders to develop the appropriate activity metrics
• You'll create a team environment rooted in emotional intelligence that drives motivation to hit results.
• Flexibility and willingness to learn, adapt, and lead new tasks
• Possess an excitement for data driven insights to allow you and your team to complete a project from planning to full completion
• Strong abilities with Excel, Salesforce and Google Suite and specifically analyzing and creating ad-hoc reports

Come change how the world works.

At Upwork you’ll help shape the future of work. From our offices in San Francisco, Mountain View and Chicago, together we’re creating exciting new opportunities for a world of professionals. You’ll be part of a vibrant culture built on shared values: Inspire a boundless future of work, Put our community first, Have a bias towards action, and Build amazing teams. Along the way you’ll have fun and enjoy the perks of a people-first company: Work from Home Wednesday's, daily breakfast and lunch, regular in-office happy hours, top-notch benefits … and more. Check out Upwork’s spotlight on The Muse for a glimpse of our daily work/life balance.

Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.