Sr. Manager Customer Success (Firework)
Hong Kong
Commercial – Customer Success / Customer Service /
Full-time /
On-site
This Job Post is created on behalf of our client Firework
Join Firework, a fast-growing leader in commerce innovation , as their Senior Manager, Customer Success, to drive the expansion together.
Firework is a rapidly growing SaaS company focusing on redefining commerce industry. As they accelerate their expansion in the APAC market, they're seeking a passionate Senior Manager, Customer Success. You will drive client satisfaction, retention, and growth through strategic relationship management and value optimization to fuel innovative projects..
What You Will Do
- Strategic Partnership Development: Serve as a trusted advisor for a diverse portfolio of clients, building long-term partnerships that drive mutual success and growth while acting as their primary point of contact.
- Revenue Optimization & Customer Lifecycle Management: Own the entire post-sale journey while maximizing customer lifetime value through strategic upsell/cross-sell initiatives, churn reduction, and data-driven ROI analysis to demonstrate clear business impact.
- Collaborative Business Growth: Partner with Sales and cross-functional teams to forecast opportunities, negotiate renewals, and conduct compelling business reviews that strengthen relationships and showcase tangible value.
- Customer Advocacy & Experience Enhancement: Champion the voice of the customer by gathering product feedback, analysing usage patterns, and delivering personalized recommendations that drive meaningful adoption and exceptional service experiences.
- Operational Excellence & Team Leadership: Manage and mentor a growing team of Customer Success professionals to ensure scalable, high-quality service delivery while overseeing day-to-day customer operations including billing and process improvements.
What You Will Bring
- Bachelor's degree with 5+ years in customer success management, preferably in eCommerce, demonstrating progressive leadership and relationship development expertise.
- Exceptional track record of driving business growth through KPI optimization (renewal rates, upsells, NRR) with strong commercial acumen and proven revenue contribution abilities.
- Thrives in fast-paced start-up environment.
- Attention to detail, efficient multitasking capabilities, and a balanced blend of creative thinking and analytical decision-making.
- Fluent in both English and Cantonese (speaking, reading, and writing).
Why You Will Love Working At Firework
- Join a growing SaaS company which backed by top US start-ups, redefining the future of commerce industry.
- Thrive in a flexible work environment with remote options
- Be part of a company with a solid 8-year legacy and bold plans to conquer the APAC market.
