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Customer Success Manager (India)

2 hours, 2 minutes ago
India
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM E-commerce Salesforce
Apply Now
Firework

Firework

Firework offers a cutting-edge video commerce and livestreaming platform that enables businesses to create shoppable videos and engage customers through interactive digital experiences.

Internet Software & Services
251-1K
Founded 2017
$269M raised
View All Jobs 9

Description

  • Act as a strategic business partner and primary point of contact for an assigned portfolio of enterprise accounts across brands and retailers.
  • Own the post-sale customer journey, including onboarding, integration, and ongoing customer support.
  • Grow customer lifetime value by identifying upsell and cross-sell opportunities and reducing churn.
  • Forecast, negotiate, and drive renewal and upsell terms to improve retention and expansion rates.
  • Collaborate with Sales and RevOps on renewal, expansion, and revenue-related activities.
  • Serve as the voice of the customer by collecting product feedback and supporting product adoption goals.
  • Analyze usage data and customer behavior to provide value-driven insights, recommendations, and touchpoints.
  • Lead regular business reviews and strategic check-ins to demonstrate ROI and strengthen customer relationships.
  • Support day-to-day customer operations, including month-end billing reviews and process/documentation improvements.

Requirements

  • Bachelor’s degree required.
  • 5+ years of enterprise customer success or relationship management experience.
  • Experience in B2B SaaS and e-commerce is preferred.
  • Strong understanding of, or passion for, the beauty and apparel verticals is preferred.
  • Proven ability to manage revenue-related KPIs such as renewal rate, upsell, NRR, and churn.
  • Strong commercial and product acumen with a track record of contributing to revenue growth.
  • Ability to generate, build, and analyze reports in a business intelligence capacity.
  • High attention to detail with the ability to multitask, meet deadlines, and thrive in a fast-paced, startup environment.
  • Excellent communication, relationship-building, and consultative selling skills across technical and non-technical audiences.
  • Strong experience with data tools, Excel or Google Sheets, and CRM/customer success tools such as Salesforce and Gainsight is preferred.
  • Must be able to travel for customer visits as needed.

Interested in this position?

Apply directly on the company website

Apply Now

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