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Firework gives ecommerce businesses, publishers and advertisers a platform to create an engaging user experience.
The Role
Manage strategic customer success for enterprise accounts, drive growth through upselling and reducing churn, and improve retention rates.
Summary Generated by Built In
About Firework
Join Firework – Where Innovation Meets Impact
Firework is redefining the future of commerce as an AI and video commerce company — combining cutting-edge technology, an exclusive network of enterprise brands and retailers, and a first-mover position to win the agentic commerce race.
We've built the world's most advanced and largest video commerce platform, trusted by global brands and leading retailers. But we're more than software — our compounding network effect grows stronger with every partner we add, bringing the energy of in-store experiences online and transforming how businesses engage, convert, and build lasting customer relationships at scale.
Having raised over $235M to date, led by investors such as SoftBank Vision Fund 2, and operating at global scale, we offer unparalleled opportunities to solve complex challenges and drive meaningful impact in the future of connected commerce.
If you're curious, ambitious, and energized by big ideas — Firework is the place to grow, lead, and shape what comes next. 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 enterprise customers across the India 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 strategic business partner to assigned book of business of enterprise accounts in a variety of verticals across brands and retailers 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
- Forecast, drive, and negotiate renewal and upsell terms to improve retention and expansion rates; collaborate with Sales and RevOps accordingly
- 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, insights, 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
We’ll be excited if you have
- Bachelor’s degree required
- 5+ years of enterprise customer success relationship management; preferably in B2B SaaS and e-commerce with a passion or strong understanding of the beauty and apparel verticals
- 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
- You’re creative but also highly technical, analytical, and product savvy; you’re able to generate, build, and analyze reports and operate in a business intelligence capacity for our customers
- 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
- Must be able to travel for customer visits as needed
- Strong experience with data tools, Excel or Google Sheets, and CRM and Customer Success tools such as Salesforce and Gainsight preferred
Locations
The role is remote and we are looking for candidates based in Mumbai.
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.
Top Skills
Excel
Gainsight
Google Sheets
Salesforce
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The Company
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.
