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 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 doing
Own a portfolio of enterprise accounts across brands and retailers, serving as the primary strategic partner and building long-term, mutually beneficial customer relationships
Drive customer lifetime value by identifying expansion and cross-sell opportunities, mitigating churn risk, and partnering cross-functionally to support revenue growth
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 to improve retention and net revenue retention, partnering closely with Sales and Revenue Operations
Serve 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 outcomes
Analyze product usage, customer behavior, and performance data to deliver proactive insights, value-based recommendations, and personalized engagement strategies
Lead executive business reviews and strategic check-ins that clearly demonstrate business impact, ROI, progress against goals, and opportunities for continued growth
Manage day-to-day customer operations, including month-end billing review, internal coordination, issue resolution, and continuous improvement of customer processes and documentation
We’ll be excited if you have
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
A proven track record of managing and improving commercial KPIs such as renewal rate, expansion, net revenue retention (NRR), and churn
Strong commercial and product acumen, with demonstrated experience contributing to customer growth and revenue outcomes
Strong technical aptitude and comfort using AI, analytics, and data tools to improve customer insights, efficiency, and decision-making
Experience 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 environment
Excellent communication, relationship-building, and consultative skills, with the ability to influence both technical and non-technical stakeholders, including senior executives
A balanced mix of analytical rigor, creativity, problem-solving, and customer empathy
Ability to work U.S. business hours
Skills Required
- Bachelor's degree or equivalent relevant experience
- 7+ years of customer success, account management, or strategic relationship management experience supporting U.S. enterprise customers
- Experience managing commercial KPIs such as renewal rate, expansion, net revenue retention, and churn
- Strong commercial and product acumen with experience contributing to customer growth and revenue outcomes
- Strong technical aptitude and comfort using AI, analytics, and data tools
- Experience with Salesforce and Gainsight
- Exceptional attention to detail and prioritization skills
- Excellent communication, relationship-building, and consultative skills
- Ability to influence technical and non-technical stakeholders, including senior executives
- Ability to work U.S. business hours
Firework Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Firework and has not been reviewed or approved by Firework.
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Healthcare Strength — Health coverage is portrayed as robust, with high employer-paid medical, fully covered dental/vision, and wellness support through an HRA. These elements position healthcare as a standout component of the total rewards.
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Leave & Time Off Breadth — Policies highlight flexible PTO with a stated minimum expectation, alongside paid holidays/sick time and hybrid flexibility. Time-off breadth is emphasized, though norms are advised to be confirmed during offers.
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Equity Value & Accessibility — Equity is described as included across roles with bonus eligibility and a 401(k) as standard. Broad equity inclusion is framed as a core part of total compensation.
Firework Insights
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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