Manager, Client Leadership
New York City
Customer Success – Customer Success /
Hybrid
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
- Act as a strategic business partner to assigned book of business of enterprise accounts in a variety of verticals across brands and retailers and lead as the point of contact focused on long-term mutually beneficial partnerships
- 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
- Forecast, drive, and negotiate renewal and upsell terms to improve retention and expansion rates; collaborate with Sales and RevOps accordingly
- Act as the voice of the customer and partner cross-functionally with teams to collect product feedback to achieve measurable product adoption objectives
- Analyze usage data and customer behavior to deliver value-driven touchpoints, insights, personalized recommendations
- Lead and conduct regular business reviews and strategic check-ins to demonstrate ROI and deepen customer relationships
- Support all day-to-day business operations associated with customers including month end billing review of partners and continuous process and documentation improvements
We’ll be excited if you have
- Bachelor’s degree required
- 3+ years of customer success relationship management; preferably in B2B SaaS
- 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 be able to travel for customer visits as needed
- Strong experience with data tools and Excel or Google Sheets (preferred)
- Experience with CRM and Customer Success tools such as Salesforce and Gainsight preferred
Locations
The role may be hybrid in our New York City office or remote. For remote, we are looking for candidates based in North Carolina.
The approximate annual pay for this role is USD $90,000 along with a bonus plan. Other factors that impact compensation may include location and stock options.
The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. To determine a successful candidate’s starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate’s skills and experience, market demands, and internal parity. Candidates may receive more information from the talent partner.
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.
