Customer Success Manager (India)

1 hour, 51 minutes ago
Full-time
Senior
Customer and Technical Support
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

Description

  • Act as the strategic point of contact for an assigned book of enterprise accounts across multiple verticals.
  • Build long-term, mutually beneficial customer partnerships and manage the full post-sale customer journey.
  • Identify upsell and cross-sell opportunities to grow customer lifetime value and reduce churn.
  • Forecast, negotiate, and drive renewals and upsells to improve retention and expansion rates.
  • Partner with Sales, RevOps, and cross-functional teams to support revenue and share customer feedback.
  • Support onboarding, integration, utilization analysis, ROI reporting, and strategic recommendations for customers.
  • Analyze usage data and customer behavior to deliver insights, recommendations, and value-driven touchpoints.
  • Lead regular business reviews and strategic check-ins to demonstrate ROI and deepen relationships.
  • Support customer-related operations, including month-end billing review 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 preferred.
  • Strong understanding of, or passion for, the beauty and apparel verticals preferred.
  • Proven ability to manage revenue KPIs such as renewal rate, upsell, net revenue retention (NRR), and churn.
  • Strong commercial, product, analytical, and technical acumen.
  • 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 start-up environment.
  • Excellent communication, relationship-building, and consultative selling skills with the ability to influence technical and non-technical audiences.
  • Must be able to travel for customer visits as needed.
  • Strong experience with data tools, Excel or Google Sheets, and CRM/customer success tools such as Salesforce and Gainsight preferred.
  • Candidates should be based in Bangalore; the role is remote.

Benefits

  • Remote work arrangement.
  • Opportunity to work at a high-growth, global company with enterprise-scale customers.
  • Cross-functional collaboration and ownership across complex customer and revenue challenges.
  • Chance to work on innovative AI-powered video commerce solutions.
  • Inclusive, equal-opportunity workplace environment.

Interested in this position?

Apply directly on the company website

Apply Now

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