Sr. Manager Customer Success
Hong Kong
Customer Success – Customer Success /
On-site
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
Firework is growing! Our team is responsible for offering product enablement, customer success, and overall support to existing clients who leverage our innovative commerce solutions to drive their business growth. This role will focus on customer retention, product adoption, and continuous relationship management to nurture and scale our high-velocity business customers across the Hong Kong 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
- Act as a voice of the customer and lead the customer experience with timely delivery and solutions-oriented support to a mix of high-velocity small and medium-sized accounts across various channels (email, chat, phone)
- Responsible for growing customer lifetime value, which includes identifying upsell/cross sell opportunities, reducing churn, and partnering with teams to impact revenue
- Support the team to provide an exceptional service experience, including onboarding and integration, analysis on utilization ROI, and strategy recommendations; own the entire post-sale customer journey
- Collaborate with cross-functional technical and non-technical teams to build scalable processes, self-help content, and tools to improve the customer experience and drive business outcome
- Collect product feedback, analyze usage data, and assess customer behavior to achieve measurable product adoption objectives and deliver value-driven touchpoints and personalized recommendations
- Support all day-to-day business operations associated with customers including billing and continuous process and documentation improvements
- Manage and mentor a small, growing team of Customer Success professionals
We’ll be excited if you have
- Bachelor’s degree required
- 5+ years of customer success and support; preference for e-commerce
- Proven ability to manage revenue-related KPIs such as renewal rate, upsell, NRR, and churn
- Outstanding commercial and product acumen and a track record of contributing to revenue growth
- High attention to detail and 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, including the ability to speak and influence technical and non-technical audiences
- Balanced mix of creative and analytical skills
- Must speak, read, and write English and Cantonese fluently
Location
The role is hybrid and based in our Hong Kong office.
Don’t hold back
We understand some candidates may see the above and not apply because they don’t meet all the qualifications. We encourage you to apply anyway; we often find talented candidates that fit many other opportunities we have and look for potential too, not just what you did in the past. As an equal employment opportunity employer, we are a diverse team that strives for an inclusive environment for all. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, age, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
