Strategic Customer Success Manager

🕒 October 20

🇺🇸 United States – Remote

💵 $99k - $139.8k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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Lifted, an Upwork Company

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2025

💼 Consulting

📦 Logistics

👥 HR Tech

Consulting • Logistics • HR Tech

Lifted, an Upwork Company is a B2B SaaS platform that helps enterprise organizations source, contract, manage, and pay contingent talent globally and compliantly. It supports multiple engagement models — independent contractors, staff augmentation, employer-of-record, agent-of-record, and outsourcing — and integrates with MSPs, VMSs, and internal systems to provide centralized visibility, spend control, and audit-ready compliance. The platform emphasizes enterprise-grade security and data privacy standards while delivering a white-labeled talent experience for hiring managers and contingent workforce programs.

📋 Description

• Serve as the primary trusted advisor to the largest and most complex Fortune 100 customers • Manage multifaceted contingent workforce programs, including IC, AOR, EOR, Staff Augmentation, and Managed Services • Deliver high-touch support by posting jobs, pre-screening talent, and sending offers • Build trusted relationships across hiring managers, program owners, and senior executives • Own retention, churn mitigation, and internal forecasting of existing spend • Conduct proactive outreach using customized, persona-specific messaging • Partner with the Account Manager to execute quarterly account growth objectives and acquire net-new hiring managers • Identify and pursue expansion opportunities while meeting monthly revenue and retention targets • Conduct user discovery and translate findings into customer value narratives • Build and maintain Customer Success Plans • Lead business reviews tailored to all levels of customer organizations • Identify roadblocks and develop solutions protecting customer experience and spend retention • Represent customer feedback to R&D and communicate Lifted’s roadmap and vision to customers • Collaborate with Sales, Talent Services, Support, Marketing, Product, Engineering, and Solution Architects • Resolve issues through customer-centric problem-solving and appropriate escalation • Provide consultation and training on workforce talent sourcing and management, product configurations, the Lifted Talent network, and best practices

🎯 Requirements

• 7+ years of experience in Customer Success Management with direct ownership of revenue retention targets for large, complex Fortune 100 enterprise accounts • Experience managing complex, multi-service accounts, including AOR, EOR, Staff Augmentation, and Managed Services • Experience with consumption-based business models • Background in HR tech, Talent Acquisition, Staffing, or VMS/MSP industries is a plus • Proven track record of exceeding revenue retention and growth KPIs, including targets, referrals, and forecast accuracy • Skilled at proactively generating net-new account growth • Strong consultative and discovery skills • Ability to translate findings into compelling, executive-ready value communication • Ability to tailor value messaging and materials to different customer personas • Excellent executive presence and experience leading business reviews and QBRs across customer organizations • Comfort with data-driven storytelling and leveraging data for recommendations • Strong project and time management skills across multiple concurrent, complex engagements • Strong ownership, bias for action, and resilience • Some travel required to visit key customer stakeholders in person • Criminal background check may be required after a conditional offer

🏖️ Benefits

• Comprehensive medical coverage for you and your family • Unlimited PTO • 401(k) plan with matching • 12 weeks of paid parental leave • Sales incentive compensation eligibility

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