Client Success Manager - UPWORK

Job Description

We are a fast‑growing digital marketing agency spinning up an Upwork Agency division. We’re looking for an experienced, relationship‑driven Client Success Manager to own client onboarding, retention, and upsell growth while safeguarding our 5‑star Upwork record.

Key Responsibilities:

• Lead client onboarding, set success metrics, and track NPS/CSAT.
• Serve as the single point of contact for all client communication on Upwork, responding within 2 hours.
• Monitor delivery progress, coordinate with Project Manager and service specialists, and issue weekly status reports.
• Identify and pitch upsell opportunities (ads, SEO, content) to grow monthly recurring revenue.
• Proactively flag scope creep, monitor Work Diaries, and resolve issues before they escalate to disputes.
• Document and refine playbooks/SOPs in Notion etc; improve internal processes for efficiency and quality.

Requirements:

• 5 + years in Client Success,or Account Management (agency or SaaS preferred).
• Proven track record achieving ≥ 95 % client retention and driving upsells.
• Excellent English—confident running Zoom calls with US clients.
• Hands-on experience with CRM and project‑management tools (HubSpot, ClickUp/Jira, Google Looker Studio etc).
• Strong analytical skills: comfortable presenting KPIs and ROI data.
• Remote‑work discipline with reliable time‑tracking and proactive communication.
• Dedication and commitment to a full‑time role (9 AM–5 PM EST, Monday–Friday), with time‑tracking and prompt responsiveness during business hours.