fireworkhq - Firework - Manager, Client Leadership
Requirements
• 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 • Must be able to communicate fluently (reading, writing, presenting) in English and Arabic
Responsibilities
• 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
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