Strategic Customer Success Manager

Lifted, an Upwork Company™; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Comprehensive medical coverage

Unlimited PTO

401(k) with matching

12 weeks paid parental leave

Job summary

Lifted, an Upwork Company™, is seeking a senior Customer Success Manager to guide Fortune 100 clients through comprehensive contingent workforce programs. You will lead high-touch support, post jobs, screen talent, extend offers, and forecast retention to minimize churn while driving expansion opportunities with the Account Manager.

The role requires proven enterprise-accounts experience, top-tier communication skills, and polished executive presence to lead QBRs and strategic business reviews.

Qualifications

• 7+ years in Customer Success Management with revenue retention ownership for large enterprise accounts.
• Experience managing complex, multi-service accounts (AOR, EOR, Staff Augmentation, MSP).
• Proven track record exceeding revenue retention and growth KPIs.
• Strong consultative, discovery and executive-level communication skills.
• Excellent executive presence and experience leading QBRs.
• Highly organized with strong project and time management skills.

Responsibilities

• Serve as primary trusted advisor to Fortune 100 customers managing multi-faceted contingent workforce programs.
• Deliver high-touch support including posting jobs, pre-screening talent and sending offers.
• Own retention and churn mitigation of existing spend, including forecasting.
• Build and execute quarterly account growth objectives with the Account Manager.
• Identify and pursue net-new expansion opportunities.
• Perform user discovery and build Customer Success Plans tied to customer business initiatives.
• Lead business reviews from hiring managers to executives.
• Represent customer feedback to R&D and communicate the roadmap back to customers.

Skills

CSM experience

Enterprise accounts

Revenue retention

Executive communication

QBR leadership

Time management

Project management

Job description

Responsibilities

• Serve as primary trusted advisor to Fortune 100 customers managing multi-faceted contingent workforce programs
• Deliver high-touch support including posting jobs, pre-screening talent and sending offers
• Own retention and churn mitigation of existing spend, including forecasting
• Build and execute quarterly account growth objectives with the Account Manager
• Identify and pursue net-new expansion opportunities
• Perform user discovery and build Customer Success Plans tied to customer business initiatives
• Lead business reviews from hiring managers to executives
• Represent customer feedback to R&D and communicate the roadmap back to customers

Requirements

• 7+ years in Customer Success Management with revenue retention ownership for large enterprise accounts
• Experience managing complex, multi-service accounts such as AOR, EOR, Staff Augmentation or Managed Services
• Proven track record exceeding revenue retention and growth KPIs
• Strong consultative, discovery and executive-level communication skills
• Excellent executive presence and experience leading QBRs
• Highly organized with strong project and time management skills

Preferred Qualifications

• Background in HR tech, Talent Acquisition, Staffing or VMS/MSP industries
• Experience with consumption-based business models

Benefits

• Comprehensive medical coverage for you and your family
• Unlimited PTO
• 401(k) with matching
• 12 weeks paid parental leave

About the Company

• Lifted is a talent, country and contract-agnostic contingent workforce management platform for enterprises. It unifies sourcing, contracting, management and payment of contingent talent worldwide.