Sr. Customer Success Manager

1 day, 14 hours ago
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
501-1000
Founded 2017
$269M raised

Description

  • Own a portfolio of enterprise brand and retailer accounts as their primary strategic partner.
  • Manage the end-to-end post-sale customer journey, including onboarding, integration, adoption, utilization analysis, ROI measurement, and recommendations.
  • Identify expansion and cross-sell opportunities, mitigate churn risk, and support revenue growth with cross-functional teams.
  • Forecast, negotiate, and lead renewals and expansion opportunities with Sales and Revenue Operations.
  • Analyze product usage, customer behavior, and performance data to deliver proactive, value-based engagement strategies.
  • Represent customer needs and feedback to Product and other internal teams while driving adoption outcomes.
  • Lead executive business reviews and strategic check-ins to demonstrate ROI, goal progress, and growth opportunities.
  • Manage day-to-day customer operations, including billing reviews, issue resolution, internal coordination, and process documentation.

Requirements

  • Bachelor’s degree or equivalent relevant experience.
  • 7+ years of customer success, account management, or strategic relationship management experience supporting U.S. enterprise customers, ideally in B2B SaaS.
  • Proven experience improving commercial KPIs, including renewal rate, expansion, net revenue retention, and churn.
  • Strong commercial and product acumen with experience contributing to customer growth and revenue outcomes.
  • Technical aptitude and comfort using AI, analytics, and data tools for customer insights and decision-making.
  • Experience with CRM and customer success platforms such as Salesforce and Gainsight (preferred).
  • Ability to manage multiple priorities and deadlines with strong attention to detail in a fast-paced startup environment.
  • Excellent consultative communication and relationship-building skills, including the ability to influence senior, technical, and non-technical stakeholders.
  • Strong analytical, problem-solving, creative, and customer empathy skills.
  • Ability to work U.S. business hours remotely from India; Mumbai or Bangalore candidates are preferred.

Benefits

  • Remote role based in India, working U.S. business hours.
  • Opportunity to work with global brands and retailers on an AI-powered video commerce platform.
  • Cross-functional work in a high-growth, global company environment.
  • Inclusive workplace and equal employment opportunity commitment.

Interested in this position?

Apply directly on the company website

Apply Now

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