Senior Customer Success Manager

🕒 August 25

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Firework

WebsiteLinkedInAll Job Openings

201 - 500 employees

📣 Marketing

🛍️ eCommerce

Marketing • eCommerce • Video Commerce

Firework is a leading video commerce platform that combines advanced AI technology with powerful video solutions to enhance customer shopping experiences. They offer a variety of products including AI Virtual Assistants, digital showrooms, 1:1 virtual shopping, and shoppable videos, to increase engagement and conversion rates across platforms. Firework prides itself on its global reach, providing fast and secure video infrastructure with compliance to high data privacy standards. Trusted by Fortune 500 companies and generating significant revenue lifts, Firework focuses on revolutionizing online retail and eCommerce through immersive video content.

📋 Description

• Own a portfolio of enterprise accounts across brands and retailers as the primary strategic partner • Drive customer lifetime value through expansion and cross-sell opportunities, churn-risk mitigation, and cross-functional revenue-growth support • Own the end-to-end post-sale customer journey, including onboarding, integration, adoption, utilization analysis, ROI measurement, and strategic recommendations • Forecast, lead, and negotiate renewals and expansion opportunities with Sales and Revenue Operations • Represent the voice of the customer by translating needs and feedback into actionable Product and cross-functional insights • Analyze product usage, customer behavior, and performance data to deliver proactive insights and personalized engagement strategies • Lead executive business reviews and strategic check-ins demonstrating business impact, ROI, progress, and growth opportunities • Manage day-to-day customer operations, including month-end billing review, internal coordination, issue resolution, and process and documentation improvement • Nurture and grow enterprise customers across the North America market

🎯 Requirements

• Bachelor's degree or equivalent relevant experience • 7+ years of customer success, account management, or strategic relationship management experience supporting U.S. enterprise customers, ideally within B2B SaaS • Proven track record managing and improving renewal rate, expansion, net revenue retention (NRR), and churn • Strong commercial and product acumen • Strong technical aptitude and comfort using AI, analytics, and data tools • Experience with Salesforce and Gainsight is preferred • Exceptional attention to detail and strong prioritization skills • Ability to manage multiple priorities and deadlines in a fast-paced startup environment • Excellent communication, relationship-building, and consultative skills • Ability to influence technical and non-technical stakeholders, including senior executives • Analytical rigor, creativity, problem-solving, and customer empathy • Ability to work U.S. business hours • Remote work in India

🏖️ Benefits

• Equal employment opportunity employer • Inclusive environment • Cross-functional collaboration opportunities • Opportunities to solve complex challenges and drive meaningful impact • High-growth, team-centric environment