Lead and scale the Professional Services organization, building a world-class services organization that delivers measurable value to customers and drives product adoption. Responsibilities include leading teams, optimizing processes, and partnering cross-functionally to improve customer outcomes.

Lead a team of Enterprise Customer Success Managers (CSMs) to drive customer engagement, retain revenue, and provide consultative program guidance to maximize the value of Upwork’s solutions. Provide strategic leadership, coaching, and operational discipline to ensure the team operates at the highest level of performance and meets key business objectives.

This role involves operational oversight, standardization, and process development within the Professional Services team, focusing on metrics, financial management, AI initiatives, quality assurance, and customer engagement to drive scalability and service excellence.