Manager, Client Leadership

1 hour, 21 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 business partner and primary point of contact for an assigned portfolio of enterprise accounts across multiple verticals.
  • Own the post-sale customer journey, including onboarding, integration, utilization analysis, ROI assessment, and strategy recommendations.
  • Identify upsell and cross-sell opportunities to grow customer lifetime value and reduce churn.
  • Forecast, negotiate, and drive renewal and upsell terms to improve retention and expansion rates.
  • Partner with Sales and RevOps on renewal, expansion, and revenue-related activities.
  • Serve as the voice of the customer and collaborate cross-functionally to collect product feedback and improve product adoption.
  • Analyze usage data and customer behavior to deliver insights, personalized 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.

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 renewal rate, upsell, NRR, and churn KPIs.
  • Strong commercial, product, and analytical acumen with the ability to 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, team-centric 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 is preferred.
  • Must be fluent in English and Arabic, including reading, writing, and presenting.
  • For remote work, candidates must be based in the UAE.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Principal Customer Success Manager, Enterprise

Smartsheet 1K-5K Internet Software & Services

Smartsheet is seeking a Principal Customer Success Manager to manage strategic relationships with large SaaS customers and help drive adoption, retention, and expansion in its collaborative work management platform business.

1 hour, 3 minutes ago

Construction Success Manager

Fieldwire 251-1K Construction & Engineering

Fieldwire by Hilti is hiring a remote Construction Success Manager in Australia to help construction customers deploy, train on, and adopt its project management platform.

CRM
2 hours, 1 minute ago

Client Success Manager

Rithum Internet Software & Services

Rithum is hiring a Client Success Manager for its Retailers Platform to manage retailer client relationships and help them achieve business goals through effective platform use.

CRM E-commerce Looker Power BI Salesforce
2 hours, 22 minutes ago

Senior Customer Success Manager

My Money Matters Internet Software & Services

My Money Matters is hiring a Senior Customer Success Manager to manage a scaled portfolio of public sector partner accounts and drive retention, renewals, and growth within a digital-first Customer Success function.

2 hours, 41 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers