B2B Customer Success Manager, Fiverr Pro

Description

Fiverr Pro is looking for a Customer Success Manager who will drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed. The potential candidate will be responsible for developing long-term relationships with a portfolio of assigned customers, facilitating growth while serving valuable insights across the organization.

The ideal candidate is a natural relationship builder with a genuine passion for the success of their customers. The candidate should be a proactive problem solver with impressive communication and presentation abilities.

Fiverr Pro is a premium section of the Fiverr platform that connects businesses with highly skilled and verified freelancers . It aims to provide businesses with access to top-tier talent for their projects. Fiverr Pro sellers go through a rigorous application process and are handpicked based on their expertise and professional background. https://pro.fiverr.com/

Our work model is hybrid, combining remote and on-site work. - 3 days in the office - 2 remote. This allows us to get things done when and where we are most productive

WHAT AM I GOING TO DO?

• Build and maintain strong, long-lasting customer relationships
• Participate in high-touch initiatives in cooperation of testing with our Product teams
• Be a trusted partner for the customer on use-case and product functionality
• Collaborate closely with global team members
• Consulting, matchmaking and project management with relevant buyers
• Assist in the creation of internal and external presentations
• Represent the voice of the customer to provide feedback and insights via high touch relationships into core product and marketing processes
• Communicate clearly the progress of quarterly initiatives to internal and external stakeholders.
• Onboarding high value customers with a full demo
• Assist with high severity requests or issue escalations as needed.
• Identify buyers with high growth potential, enlisting them into high touch programs
• Identify business opportunities with buyers to improve retention
• Own the relationship of top Fiverr Business accounts, increasing the retention and growth of Fiverr’s most valuable buyers

Requirements

• Experience with Salesforce and G suite, particularly Sheets and Slides, is preferred
• Passion for technology and the Gig Economy
• Excellent verbal and written communication skills.
• Experience in delivering customer-focused solutions based on customer needs.
• Driven, self-motivated, enthusiastic and with a bias for action
• 2+ years of experience in Customer Success, Account Management, Business Development, or another client-facing role
• Ability to create structure in ambiguous situations
• Strong analytical skills, with the ability to translate data into insights.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.
• Experience working with and optimizing customer KPIs

EQUAL OPPORTUNITIES

At Fiverr, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law. In addition, Fiverr will provide accommodation to individuals with disabilities or a special need.