Upwork Growth Manager (Customer Success)

ABOUT VOLLNA

Vollna.com helps freelancers and agencies win clients on Upwork: job filtering, AI proposals, and auto-bidding. 10 years on the market, 3,000+ users. Small team, you'll work directly with the founder.

THE ROLE

You'll own a portfolio of our paying clients: Automation agencies, Agency-plan teams, and established freelancers. Two goals: clients get results and stay, and the right clients move up to Automation. Your bonus is calculated from your portfolio's retention and MRR, so both count.

Upwork is tough right now. Clients who succeed are the ones whose profile, targeting, and proposals are set up right in the first two weeks. Your job is to make that happen.

WHAT YOU'LL DO

- Onboard new Automation clients: review their Upwork profile, tune job filters and AI qualifier settings, and set realistic expectations using our benchmarks.

- Run funnel reviews in the first month. Catch bad targeting, boost turned off, or a weak proposal template early.

- Spot Agency-plan clients who are ready for Automation and walk them through the upgrade.

- Build relationships with high-tier freelancers and agencies in the portfolio: quarterly check-ins, case studies, referrals.

- When a client is at risk, diagnose the problem and fix what's fixable.

- Document recurring problems so they become rules in our automated reports and Profile Audit, and the same fix doesn't need you twice.

- Pass client feedback to the founder and influence what we build next.

COMPENSATION

$700/month base, plus a monthly bonus as a % of your portfolio's MRR, tiered by portfolio churn.

Upgrades you drive raise your portfolio MRR, so expansion pays you the same way retention does. The portfolio is growing and your bonus grows with it. We'll review the tiers together after the first quarter.

On top of that: a one-time bonus for every new client you close from a demo.

Realistic total compensation at solid performance: $1,300-1,600/month and more.

YOU'RE A FIT IF

- You've personally done Upwork lead generation, as a bidding manager, lead-gen specialist, or agency operator, and you have before/after cases with numbers (profile improvements, reply-rate lifts, JSS recoveries).

- You know how connects, boosts, outbid rate, JSS, and proposal view rate work.

- You've used Upwork lead-gen tools. Knowing what annoyed you about them is useful here.

- 2+ years in a client-facing role: customer success, account management, or running lead-gen for clients.

- Fluent English, written and spoken. Our clients are in the US, EU, Pakistan, and India.

THIS IS NOT FOR YOU IF

- You want a fixed salary that doesn't depend on whether clients stay.

- You've done SaaS customer success but never actually worked on Upwork.

- You need tasks handed to you. There's a lot of autonomy here.