Stand out from the crowd by adding a human touch to customer marketing

This post was a collaboration between

Saikrishna Chavali

Saikrishna works at Proofpoint, creating a new category - Security Services Edge (SSE) - in information security.

More posts by Saikrishna Chavali.
Trisha Diamond

Trisha is an obsessively customer-centric professional with 15+ years of experience developing resources, and utilizing principles of Customer Success to drive customer satisfaction and retention.

More posts by Trisha Diamond.

This article was transcribed from a panel talk from a Customer Marketing Summit in 2021. You can discover out upcoming summits using the events tab at Customer Marketing Alliance.

Introducing our panelists

Saikrishna Chavali

Welcome folks! Today we're going to explore the unique way Fiverr has structured its group for success. I'm Sai Chavali, Senior Product Marketing Manager at Proofpoint, one of the largest cybersecurity vendors out there, and I’m joined by Trisha, Director of Customer Success at Fiverr. She has built and nurtured a unique model of customer marketing from 2015 to now. Let's learn more from her directly. Trisha, can you introduce yourself?

Trisha Diamond

Yes, thank you. I think you introduced me perfectly, but my name is Trisha Diamond. I'm from Fiverr, an online marketplace connecting businesses with freelancers that offer digital services. We run this in about 400 categories, so a huge variety of business happens on our platform.

Fiverr’s unique customer success model

Saikrishna Chavali

Let's dive right in. You call this group customer success, but it's different from the traditional model, so tell us more.

Trisha Diamond

We have to be different because we're a unique environment. You hear customer success being talked about a lot with SaaS companies, but we're a marketplace. Our customer success managers are here to help ensure the success of both the freelancers that use Fiverr to earn and the businesses that are leveraging the platform to purchase services. Basically, we want to help them get the most out of it.