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Manager, Client Leadership

2 weeks, 3 days ago
Egypt, Jordan
Full-time
Senior
Customer Success Manager
Customer and Technical Support
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 15

Description

  • Act as the strategic business partner and primary point of contact for an assigned book of enterprise accounts across multiple verticals.
  • Own the post-sale customer journey, including onboarding, integration, and ongoing service experience.
  • Identify upsell and cross-sell opportunities, reduce churn, and work to increase customer lifetime value.
  • Forecast, negotiate, and support renewal and upsell terms to improve retention and expansion rates.
  • Collaborate with Sales, RevOps, and cross-functional teams to support revenue growth and share customer feedback.
  • Analyze usage data and customer behavior to provide insights, recommendations, and value-driven 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 review and process/documentation improvements.
  • Partner with internal teams to collect product feedback and drive measurable product adoption objectives.

Requirements

  • Bachelor’s degree is 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 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 and work in a business intelligence capacity.
  • Excellent communication, relationship-building, and consultative selling skills with the ability to influence technical and non-technical audiences.
  • Strong experience with data tools, Excel or Google Sheets, and CRM/customer success tools such as Salesforce and Gainsight preferred.
  • Must be fluent in English and Arabic, including reading, writing, and presenting.
  • Must be able to travel for customer visits as needed.
  • Ability to thrive in a fast-paced, start-up, team-centric environment with strong attention to detail and multitasking skills.

Interested in this position?

Apply directly on the company website

Apply Now

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