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 business is growing! We are looking for an exceptional customer-centric partner to join our Client Leadership team to build strategic growth-oriented relationships with our existing clients and help our business customers realize their full potential with our innovative suite of products. You are win-win focused, revenue driven, and excited to establish and maintain close partnerships with a diverse portfolio of customers.
What you’ll be doing
Act as a strategic business partner to assigned book of business of which may be a mix of enterprise accounts in a variety of verticals and lead as the point of contact focused on long-term mutually beneficial partnerships; negotiate renewal and expansion terms and track through internal systems
Support the team and provide an exceptional service experience, including onboarding and integration, providing analysis on utilization ROI, educating them on our products, and providing growth strategy recommendations
Own the customer success metrics and KPIs including revenue assigned, renewal rates, and production adoption rates
Advocate for the customers internally by representing their needs and feedback to the product, sales, and engineering teams, ensuring customer insights are considered in future product development roadmaps
Monitor customer health scores, identify at-risk accounts, and develop strategies to address potential churn by delivering tailored support and solutions
Support and continuously optimize all day-to-day business operations associated with customers including month end billing review of partners, reporting and analysis, and providing insights to influence decision making
We’ll be excited if you have
Bachelor’s degree required
5-8 years of customer success relationship management, preferably in a growth-stage B2B SaaS
Proven track record of managing customer relationships and driving revenue success and adoption of products
Outstanding problem solving skills with a customer centric and creative approach
High attention to detail and the ability to multitask, meet deadlines, and thrive in a fast-paced, start-up global environment
Excellent communication and presentation skills, including the ability to speak and influence technical and non-technical audiences
Entrepreneurial minded and thrives in a fast-paced startup team environment
Must be able to read, write, and speak fluently in Japanese. English proficiency is preferred.
Locations
The role is based in our Tokyo 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.
私たちが求めるカスタマーサクセスは、単なる定型業務の遂行やプロダクトの機能説明にとどまりません。顧客のビジネスに深く寄り添うパートナーとして強固な信頼関係を構築し、潜在的な課題を自ら見つけ出す「コンサルティングマインド」を重視しています。特に、無形商材の販売やカスタマー支援の経験をお持ちで、形のない価値を顧客の成功へと繋げてきた方を歓迎します。
また、「自らの意思決定が事業の成長に直結する」というスタートアップならではの醍醐味にワクワクできる方を求めています。正解のない環境下でも、探究心や向学心を持って自ら学び、高い当事者意識を持って挑戦し続けられる方にとっては、非常にエキサイティングな環境です。
失敗を恐れずに自ら考え、決断し、プロアクティブに最高のソリューションを追求できる。そんな「静かなる情熱」を持った方とともに、顧客の成功を共に創り上げたいと考えています。
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.
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