Susan Gibbons Parrett

About Susan Gibbons Parrett

With experience in Customer Success, Operations, Talent Acquisition, Process Improvement, Contingent Workforce Planning, Project Management, and Team Leadership, I bring a comprehensive skill set to my current role as Senior Director of Customer Success at Upwork. Previously, I led the Upwork Professionals team, an internal consulting group dedicated to ensuring Enterprise clients have exceptional experiences.In my current role, I focus on strengthening partnerships with our Enterprise clients, leveraging cross-functional leadership experience to collaborate effectively with teams across Finance, Product, Legal, Customer Support, Recruiting, and Sales. My goal is to enable the future of work for Enterprise accounts by driving strategies that ensure client success and sustained growth.Leading a globally distributed team of 40+ program managers, coordinators, and administrators, I have a proven track record of building and implementing strategies that improve productivity, meet operational and fiscal targets, and consistently drive account growth. My passion lies in aligning team efforts with client needs to deliver exceptional value and outcomes in an ever-evolving marketplace.Also serve as the Sponsor (previously served as the Chair) for the Women\'s Group - Upwork Belonging Community. Our vision is to create a community for women and allies across all backgrounds, races and ages to support each other in realizing aspirations, fostering a feeling of belonging and furthering the goal of gender equality and women’s advancement in the workplace.

Experience

1. Senior Director, Customer Success

   Upwork

   Aug 2024 — Present

Education

• Grove City College

  BS, Business Management

  1997 — 2001

• Washington and Lee University School of Law

  JD, Law

  2001 — 2004

Skills

• Operations Management
• Recruiting
• Applicant Tracking Systems
• Human Resources
• Management
• Global Talent Acquisition
• Project Management
• Contract Negotiation