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Manager, Client Leadership

2 days, 1 hour ago
Saudi Arabia
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 14

Description

  • Act as a strategic business partner for a portfolio of enterprise accounts across multiple verticals.
  • Serve as the primary point of contact for assigned customers and manage long-term partnerships.
  • Drive customer lifetime value by identifying upsell and cross-sell opportunities and reducing churn.
  • Own the post-sale customer journey, including onboarding, integration, utilization analysis, and strategy recommendations.
  • Forecast, negotiate, and support renewal and upsell terms to improve retention and expansion.
  • Partner with Sales and RevOps on renewal, expansion, and revenue-related initiatives.
  • Advocate for customers internally and collect product feedback to improve product adoption.
  • 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 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-related KPIs such as renewal rate, upsell, NRR, and churn.
  • Outstanding 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.
  • Strong experience with data tools, Excel or Google Sheets, and CRM/Customer Success tools such as Salesforce and Gainsight is preferred.
  • Excellent communication, relationship-building, and consultative selling skills with the ability to influence technical and non-technical audiences.
  • Must be fluent in English and Arabic, including reading, writing, and presenting.
  • Must be able to travel for customer visits as needed.
  • High attention to detail with the ability to multitask, meet deadlines, and thrive in a fast-paced, start-up, team-centric environment.

Benefits

  • Remote work is available, with candidates based in Saudi Arabia for remote roles.
  • Opportunity to work at a global, well-funded company with over $235M raised.
  • Chance to shape the future of AI- and video-powered commerce at scale.
  • Work with leading enterprise brands and retailers across global markets.
  • Inclusive, equal opportunity employer with a commitment to a diverse workplace.

Interested in this position?

Apply directly on the company website

Apply Now

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