Sales Customer Success Manager

Description

Fiverr is looking for a Sales Customer Success Manager who will drive retention and revenue 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. This includes identifying opportunities to expand customer usage of the platform.

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, combined with a results-oriented approach to driving customer value and platform adoption.

WHAT AM I GOING TO DO?

• Onboard high-value customers with demos, highlighting features that drive increased usage and potential upgrades, while providing educational sessions on best practices, premium features, and services.
• Build and maintain strong, long-lasting customer relationships, acting as a trusted advisor to maximize ROI and ensure customer success.
• Increase retention and revenue growth by identifying and closing upsell and cross-sell opportunities, while driving expansion revenue through strategic advisory.
• Represent the voice of the customer, providing valuable feedback and insights to core product and marketing teams.
• Track and report on key KPIs such as churn rate, expansion revenue, and customer lifetime value to measure success and improve customer satisfaction.
• Develop and execute customer success plans that outline strategies for achieving customer goals and maximizing platform usage.
• Use strong analytical skills to translate data into actionable insights, proactively suggesting solutions and upgrades to meet evolving customer needs.
• Work with tools like Salesforce and G Suite to manage customer accounts and monitor performance, ensuring structure in ambiguous situations.
  
  

Requirements

• 2 years of experience in account management or customer success roles in a high-tech environment, with a proven track record of exceeding customer retention and growth targets.
• Fluent spoken and written English is a must! German is a plus!
• Excellent verbal and written communication skills, including the ability to clearly articulate the value proposition of Fiverr's products and services.
• Experience in delivering customer-focused solutions based on customer needs, with an emphasis on identifying and addressing business challenges and opportunities.
• Strong analytical skills, with the ability to translate data into insights and use data to identify trends and opportunities for growth.
• Facilitate onboarding webinars and presentations with Fiverr’s customers, effectively communicating product features and benefits.
• Ability to create structure in ambiguous situations, and proactively identify and solve customer problems.
• Passion for technology and the Gig Economy.
• Experience with Salesforce and G Suite, particularly Sheets and Slides, is preferred. Experience with CRM reporting and analytics is a plus.
  
  

At Fiverr, we’re not about checklists. If you don’t meet 100% of the requirements for this role but still feel passionately about the position and think it’ll make your life more fulfilling, we want to hear from you.

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.