Customer Success Manager, Fiverr Pro

What’s the job?

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.

Fiverr Pro is a premium service within the Fiverr marketplace that connects clients with highly skilled freelancers who have undergone a rigorous vetting process. It offers access to top-tier talent and provides an elevated experience for clients who require exceptional expertise and results for their projects. Check us out at https://pro.fiverr.com/

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.

What am I going to do?

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

What are the qualifications?

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