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Role Overview:
- As a Senior Customer Success Manager, you will own a portfolio of enterprise accounts across brands and retailers.
- You will act as the primary strategic partner, building long-term relationships and driving customer lifetime value.
Key Responsibilities:
- Lead the end-to-end post-sale journey, including onboarding, integration, adoption, and ROI measurement.
- Forecast, lead, and negotiate renewals and expansion opportunities, partnering with Sales and Revenue Operations.
- Serve as the voice of the customer, translating feedback into actionable insights for product teams.
What We Look For:
- Bachelor's degree or equivalent and 7+ years of customer success experience with U.S. enterprise clients.
- Proven track record of improving commercial KPIs such as renewal rate and NRR.
- Strong technical aptitude with CRM and Customer Success platforms like Salesforce and Gainsight.
Firework
Firework is revolutionizing connected commerce with an AI-powered video commerce platform trusted by global brands and retailers. The company has raised over $235 million and operates at a global scale, fostering a high-growth, team-centric environment.