Customer Success Executive

What we do

Passionfruit is the world’s fastest-growing marketing freelancer platform, having raised $13.3m across seed and Series A rounds from top VCs in Europe and the US. Our goal is to create a sustainable and rewarding alternative to full-time work by offering a platform where anyone can work, learn, and earn as a freelancer. For many, freelancing is a difficult and unpredictable career choice, often leading back to full-time employment. Passionfruit aims to change that, making freelancing a viable long-term option for those who want it.

Client wise - we are focused on transforming how businesses manage talent, specifically in marketing departments, which currently rely on expensive agencies or full-time hiring. Both options are problematic: agencies are costly and often unreliable, while full-time hiring is stalled after continual layoffs. Passionfruit provides a third solution - an agile talent layer that allows businesses to plug in specialist freelance marketing talent as needed. This approach is more efficient and impactful, helping businesses build teams with the exact skill sets they require. As we continue to grow, our challenge is to expand our reach and become a critical partner for brands across the USA and UK/Europe.

Key Responsibilities

• Building Genuine Connections: Get to know our SMB and mid-market clients inside and out. Regular check-ins, coffee chats, and problem-solving sessions will help you understand what makes their business tick so you can be their go-to trusted guide.
• Revenue Growth & Retention: Proactively identify and execute upsell and cross-sell opportunities within existing accounts while maintaining high retention rates by ensuring customers realise maximum value from our solutions.
• Customer Communication & Advocacy: Conduct regular client check-ins, business reviews, and needs assessments while creating impactful content that addresses key stakeholders' specific pain points and objectives.
• Making Success Happen: Work with clients to map out what winning looks like for them, then roll up your sleeves to make it happen. From day one through their entire journey, you'll be their champion for smooth sailing and real results.
• Bringing Customer Voices to Life: Be the bridge between what customers are asking for and what our product team is building. Share stories, feedback, and insights that help shape improvements customers will love.

Who you are

• Some experience in account management or sales is desirable (1-2 years). Marketing knowledge is a nice to have. As long as you have an understanding of commercial acumen, we're firm believers that your enthusiasm and energy will drive the rest
• High charisma, energy and a positive attitude 
• A commercially driven empath who genuinely cares about making a difference to your clients day to day marketing operation
• Malleable to change and being comfortable with adapting work to what is most effective month on month
• A lifelong learner who wants to be around and be coached by the best in the game 
• You love learning about marketing leaders challenges - intricately learning the nuances and challenges your clients face and how Passionfruit can uniquely solve for it
• Keen to progress and grow within the company, with clear pathways to a senior commercial positions available

What a Passionfruiter looks like:

• High energy and ‘get up and go’ attitude - enjoys keeping up with the pace and energetic environment of a fast moving startup 
• Intelligent thinker, exhibiting high IQ as much as EQ - always thinking outside of the box with an empathy led approach 
• Comfortable getting uncomfortable - adapting quickly to challenges and changing landscapes
• A lifelong learner - going out of your way to find coaching and learning opportunities

Working hours and location

Location: London, Chancery Lane

Hours: 9-6pm

For more information or to apply to this role please contact ellie@usepassionfruit.com 

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