Firework

Sr. Manager Customer Success

Reposted 15 Days Ago

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Hong Kong

Senior level

Artificial Intelligence • Machine Learning • Marketing Tech • Social Media • Software

Firework gives ecommerce businesses, publishers and advertisers a platform to create an engaging user experience.

The Role

Responsible for managing customer relationships, driving upsell opportunities, and enhancing customer value through strategic partnerships and support.

Summary Generated by Built In

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

Firework is growing! Our team is responsible for offering product enablement, customer success, and overall support to existing clients who leverage our innovative commerce solutions to drive their business growth. This role will focus on customer retention, product adoption, and continuous relationship management to nurture and scale our high-velocity business customers across the Hong Kong 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 doing

Act as a voice of the customer and lead the customer experience with timely delivery and solutions-oriented support to a mix of high-velocity small and medium-sized accounts across various channels (email, chat, phone)
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 cross-functional technical and non-technical teams to build scalable processes, self-help content, and tools to improve the customer experience and drive business outcome
Collect product feedback, analyze usage data, and assess customer behavior to achieve measurable product adoption objectives and deliver value-driven touchpoints and personalized recommendations
Support all day-to-day business operations associated with customers including billing and continuous process and documentation improvements
Manage and mentor a small, growing team of Customer Success professionals

We’ll be excited if you have

Bachelor’s degree required
5+ years of customer success and support; preference for e-commerce
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

Location

The role is hybrid and based in our Hong Kong office.

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.

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The Company

HQ: San Mateo, CA

270 Employees

Year Founded: 2017

What We Do

Firework is the world's leading immersive digital transformation and engagement platform with shoppable video, live streaming commerce, and monetization capabilities.

Powering over 600 direct-to-consumer brands, retailers, and media publishers worldwide, Firework brings TikTok-like interactive video experiences to your own websites and app. We enable customers to create and host native, shoppable video content for engaging product discovery, seamless shopping experiences, and a deeper emotional connection with consumers. The company is backed by IDG Capital, Lightspeed Venture Partners, and GSR Ventures, with over $90 million in capital raised to date with offices in the US(SF and NYC), Toronto, Poland, Slovakia, Brazil, and China.

Why Work With Us

We are a diverse team where everyone belongs. We are creative, curious, and cool in a nerdy way. We believe in growth, results, and in each other and that perfection is a work-in-progress. We are just the right amount of extra and want to change the digital game.