Customer Success Manager

Description:

Being in Customer Success means showing up for freelancers who build their livelihoods on Fiverr. From onboarding specialists to strategic account managers, we're looking for those who combine genuine care with business instinct and find it highly satisfying to watch someone else win. So if you take client success personally, the Fiverr Customer Success team might be for you.

Fiverr 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 assisting Fiverr’s sellers to leverage the platform to gain business growth and success.

The ideal candidate is a 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 skills.

• Onboard high-value customers with a full demo
• Build and maintain strong, long-lasting customer relationships
• Increase retention and growth of Fiverr’s most valuable customers 
• Represent the voice of the customer to provide feedback and insights via high touch relationships into core product and marketing processes
• Identify business opportunities with customers and generate outstanding customer business experience to improve retention
• Be a trusted partner for the customers on the use-case and product functionality to enhance their performance and growth
• Conduct presentations to educate our customers with best practices to utilize business opportunities and product functionalities
• Provide strategic advice to our customers to increase their loyalty to Fiverr.
• Utilize AI tools to gain further customer insights

• 1-2 years account management or customer success experience in tech required.
• Fluent English is a must; proficiency in an additional language is preferred.
• Excellent verbal and written communication skills.
• Experience delivering customer-focused solutions and conducting onboarding webinars.
• Strong analytical skills to translate data into insights and create structure in ambiguous situations.
• Passion for technology and Gig Economy.
• Preferred experience with Salesforce and G Suite, particularly Sheets and Slides.
• Experience using AI tools

Nice to have

• Experience with SaaS platforms and understanding of marketplace dynamics.
• Familiarity with customer success platforms and analytics tools.
• A background in managing high-value client relationships within a tech or online marketplace environment.

Working with AI

You will leverage AI-powered tools to streamline routine tasks, such as analyzing customer data for health indicators and identifying potential upsell opportunities. This allows you to focus your human expertise on building strategic relationships, providing personalized support, and driving complex resolutions for your high-value accounts.