Customer Success Team Leader

Orlando, FL

Fiverr is looking for a passionate and experienced Customer Success professional to lead one of our Buyer Customer Success teams. The potential candidate will be responsible for driving results of Customer Success activities including onboarding, retention, cross-sell and advocacy.

The ideal candidate is a natural leader with experience in training, developing and leading a customer-centric team of world class professionals. The Customer Success Team Manager will help recruit, mentor and inspirate a world-class team alongside the other team leads and other managers in the Customer Success unit.

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

3 days a week in our downtown Orlando office - 2 days remote

What am I going to do?

Responsible for team performance against KPIs, including retention and revenue
Translate customer insights into action items
Own the relationship of top accounts
Improve customer experience by optimizing and / or developing processes for each subgroup
Collaborate with department leaders across a global company to deliver the needs of our customers
Oversee and assist with the creation of internal and external presentations
Personally manage escalations from your direct reports, and follow a methodical escalation process to management
Identify opportunities for continuous improvement
Analyze statistics and compile accurate reports
Build, manage, and inspire the local team to create an innovative and entrepreneurial work environment aligned with Fiverr's values, company culture and DNA

What are the qualifications?

3+ years experience in customer facing roles. Strong preference for Account Management, Customer Success and Customer Support experience
2+ years leadership experience with a solid track record of employee recruitment, professional development and performance-based metrics
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
Experience in delivering customer-focused solutions based on customer needs
Ability to create structure in ambiguous situations
Excellent verbal and written communication skills
High emotional intelligence and excellent interpersonal skills. The perfect candidate would need to build trust quickly, navigate difficult conversations comfortably, and maintain strong relationships
Passion for technology and the Gig Economy
Strong analytical skills, with the ability to translate data into insights
Experience working in a global company is an advantage
Experience with Salesforce and G suite, particularly Sheets and Slides, is preferred

Equal opportunities

At Fiverr, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace, from our community to our product. 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.