Sr. Customer Success Manager

Job description

**About Firework** Join Firework – Where Innovation Meets Impact Firework is revolutionizing connected commerce with the world’s most advanced and largest AI-powered video commerce platform, trusted by global brands and leading retailers. We bring the energy of in-store experiences online, transforming how businesses engage, convert, and build lasting customer relationships. At Firework, you’ll be part of a high-growth, team-centric environment where innovation thrives and collaboration fuels success. Having raised over $235m to date led by investors such as the SoftBank Vision Fund 2 and operating at a global scale, we offer unparalleled opportunities to work cross-functionally, solve complex challenges, and drive meaningful impact in the future of connected digital commerce. If you’re curious, ambitious, and energized by big ideas, Firework is the place to grow, lead, and shape the next era of online shopping—together. **Summary** Our team is responsible for offering strategic customer success relationship management to existing clients who leverage our innovative commerce solutions to drive their business growth. We’re looking for an experienced customer success professional to join our team to nurture and grow our enterprise customers across the North America market. You are client-focused, data-driven, and excited to establish and maintain close growth-oriented partnerships with a diverse portfolio. ### What you’ll be doing - Own a portfolio of enterprise accounts across brands and retailers, serving as the primary strategic partner and building long-term, mutually beneficial customer relationships - Drive customer lifetime value by identifying expansion and cross-sell opportunities, mitigating churn risk, and partnering cross-functionally to support revenue growth - Own the end-to-end post-sale customer journey, including onboarding, integration, adoption, utilization analysis, ROI measurement, and strategic recommendations - Forecast, lead, and negotiate renewals and expansion opportunities to improve retention and net revenue retention, partnering closely with Sales and Revenue Operations - Serve as the voice of the customer, translating customer needs and feedback into actionable insights for Product and other cross-functional teams while driving measurable adoption outcomes - Analyze product usage, customer behavior, and performance data to deliver proactive insights, value-based recommendations, and personalized engagement strategies - Lead executive business reviews and strategic check-ins that clearly demonstrate business impact, ROI, progress against goals, and opportunities for continued growth - Manage day-to-day customer operations, including month-end billing review, internal coordination, issue resolution, and continuous improvement of customer processes and documentation ### We’ll be excited if you have - 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 within B2B SaaS - A proven track record of managing and improving commercial KPIs such as renewal rate, expansion, net revenue retention (NRR), and churn - Strong commercial and product acumen, with demonstrated experience contributing to customer growth and revenue outcomes - Strong technical aptitude and comfort using AI, analytics, and data tools to improve customer insights, efficiency, and decision-making - Experience with CRM and Customer Success platforms such as Salesforce and Gainsight is preferred. - Exceptional attention to detail, strong prioritization skills, and the ability to manage multiple priorities and deadlines in a fast-paced, startup environment - Excellent communication, relationship-building, and consultative skills, with the ability to influence both technical and non-technical stakeholders, including senior executives - A balanced mix of analytical rigor, creativity, problem-solving, and customer empathy - Ability to work U.S. business hours