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Sr. Customer Success Manager

1 week, 4 days ago
India
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM 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 10

Description

  • Own a portfolio of enterprise accounts as the primary strategic partner and build long-term customer relationships.
  • Manage the end-to-end post-sale journey, including onboarding, integrations, adoption, utilization analysis, ROI measurement, and recommendations.
  • Identify expansion and cross-sell opportunities, mitigate churn risk, and support customer revenue growth.
  • Forecast, lead, and negotiate renewals and expansions in partnership with Sales and Revenue Operations.
  • Analyze product usage, customer behavior, and performance data to provide proactive insights and personalized engagement strategies.
  • Represent customer needs and feedback to Product and other cross-functional teams while driving adoption outcomes.
  • Lead executive business reviews and strategic check-ins covering business impact, ROI, progress, and growth opportunities.
  • Manage customer operations, including billing reviews, internal coordination, issue resolution, process improvement, and documentation.

Requirements

  • Bachelor’s degree or equivalent relevant experience.
  • 7+ years of experience in customer success, account management, or strategic relationship management supporting U.S. enterprise customers, ideally in B2B SaaS.
  • Proven success managing commercial KPIs such as 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 Salesforce and Gainsight is preferred.
  • Strong prioritization, attention to detail, and ability to manage multiple deadlines in a fast-paced startup environment.
  • Excellent communication, consultative, relationship-building, and stakeholder-influencing skills, including with senior executives.
  • Analytical rigor, creativity, problem-solving ability, and customer empathy.
  • Ability to work U.S. business hours; remote work from India, with preference for Mumbai or Bangalore.

Interested in this position?

Apply directly on the company website

Apply Now

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