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About FireworkJoin Firework – Where Innovation Meets ImpactFirework 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.SummaryOur 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 doingOwn a portfolio of enterprise accounts across brands and retailers, serving as the primary strategic partner and building long-term, mutually beneficial customer relationshipsDrive customer lifetime value by identifying expansion and cross-sell opportunities, mitigating churn risk, and partnering cross-functionally to support revenue growthOwn the end-to-end post-sale customer journey, including onboarding, integration, adoption, utilization analysis, ROI measurement, and strategic recommendationsForecast, lead, and negotiate renewals and expansion opportunities to improve retention and net revenue retention, partnering closely with Sales and Revenue OperationsServe as the voice of the customer, translating customer needs and feedback into actionable insights for Product and other cross-functional teams while driving measurable adoption outcomesAnalyze product usage, customer behavior, and performance data to deliver proactive insights, value-based recommendations, and personalized engagement strategiesLead executive business reviews and strategic check-ins that clearly demonstrate business impact, ROI, progress against goals, and opportunities for continued growthManage day-to-day customer operations, including month-end billing review, internal coordination, issue resolution, and continuous improvement of customer processes and documentationWe’ll be excited if you haveBachelor's degree or equivalent relevant experience7+ years of customer success, account management, or strategic relationship management experience supporting U.S. enterprise customers, ideally within B2B SaaSA proven track record of managing and improving commercial KPIs such as renewal rate, expansion, net revenue retention (NRR), and churnStrong commercial and product acumen, with demonstrated experience contributing to customer growth and revenue outcomesStrong technical aptitude and comfort using AI, analytics, and data tools to improve customer insights, efficiency, and decision-makingExperience with CRM and Customer Success platforms such as Salesforce and Gainsight is preferred.Exceptional attention to detail, strong prioritization skills, and the ability to manage multiple priorities and deadlines in a fast-paced, startup environmentExcellent communication, relationship-building, and consultative skills, with the ability to influence both technical and non-technical stakeholders, including senior executivesA balanced mix of analytical rigor, creativity, problem-solving, and customer empathyAbility to work U.S. business hoursLocationsThe role will be remote in India working US hours. Preference will be for Mumbai or Bangalore based candidates.Don’t hold backWe 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.
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