What are the responsibilities and job description for the Manager, Client Leadership position at Firework?
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 mid-market and enterprise customers across the Middle East market. You are client-focused, data-driven, and excited to establish and maintain close growth-oriented partnerships with a diverse portfolio.
\n- Act as a strategic business partner to assigned book of business of which may be a mix of mid-market and enterprise accounts in a variety of verticals 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
- Collaborate with Sales and RevOps to forecast, drive, and negotiate renewal and upsell terms to improve renewal and upsell rates
- 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 and 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
- Bachelor’s degree required
- 5 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 speak, read, and write English and Cantonese fluently
The role may be hybrid in one of our offices or remote. For remote, we are looking for candidates based in the Greater China or Hong Kong regions.
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.
