Account Manager, Commercial

About Upwork

Upwork ($UPWK) is the world’s human and AI-powered work marketplace that connects businesses with highly skilled, AI-enabled independent talent from across the globe. From entrepreneurs to Fortune 100 enterprises, companies rely on Upwork’s trusted platform and its mindful AI companion, Uma, to find and hire expert talent, leverage AI-powered work solutions, and drive business transformation. With on-demand access to professionals spanning more than 10,000 skills across AI & machine learning, software development, sales & marketing, customer support, finance & accounting, and more, Upwork enables businesses of all sizes to scale, innovate, and build agile teams for the age of AI and beyond. Upwork’s platform has facilitated more than $25 billion in economic opportunity for talent around the world.

About the Role

We’re looking for a Commercial Account Manager to join our high-impact team supporting mid-market clients. This role offers a chance to deliver value at scale, elevate client satisfaction, and drive meaningful outcomes for our commercial customers. You’ll play a critical part in connecting client goals with our platform’s capabilities, collaborating across teams to ensure every interaction delivers measurable impact.

Responsibilities

• Manage a portfolio of mid-market clients, ensuring proactive engagement, consistent communication, and long-term satisfaction
• Partner with cross-functional teams to co-create solutions tailored to each client’s strategic objectives
• Identify and develop growth opportunities within your accounts, using data insights and client feedback to inform your approach
• Conduct account planning and contribute to quarterly business reviews that reflect client goals, usage trends, and future recommendations
• Address client concerns with urgency and empathy, contributing to high Net Promoter Scores and retention metrics
• Maintain up-to-date and accurate account records within CRM and internal tools to support visibility and collaboration
• Share success stories and lessons learned with peers to continuously improve team performance and client outcomes

What it takes to catch our eye

• 2+ years of experience in account management, customer success, or a similar client-facing role
• Proven track record of managing multiple stakeholder relationships and solving problems with a customer-first mindset
• Ability to work collaboratively across teams in a dynamic, fast-paced environment
• Strong communication skills with comfort presenting data-backed insights and strategy
• A self-starter attitude and a growth mindset—you’re eager to learn, adapt, and drive positive change

Come change how the world works

At Upwork, you’ll shape the future of work for a global, remote-first workforce, creating economic opportunities for professionals worldwide. While we have a physical office in Palo Alto, we currently hire full-time employees in 21 U.S. states, making it easier than ever to join our mission from wherever you call home.

Our Culture and Values

Our culture is built on trust, risk-taking, customer focus, and excellence, all in service of our core mission: to create economic opportunities so people have better lives. We embrace authenticity and inclusion, encouraging everyone to bring their whole selves to work. Personal and professional growth is a priority here, supported through development programs, mentorship, and our Upwork Belonging Communities.

Benefits

We’re proud to offer benefits that go beyond the basics, including comprehensive medical coverage for you and your family, unlimited PTO, a 401(k) plan with matching, 12 weeks of paid parental leave, and an Employee Stock Purchase Plan.