Senior Manager of Client Leadership, Firework
$110-120k
+ Bonus plan
Video-based eCommerce platform
Job no longer available
Video-based eCommerce platform
201-500 employees
Job no longer available
$110-120k
+ Bonus plan
201-500 employees
Company mission
To revolutionize commerce by bringing the power of video to every digital experience, fostering deeper human connections between brands and shoppers.
Role
Who you are
- 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
- 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
- Bachelor’s degree required
- 7+ years of customer success relationship management; preferably in B2B SaaS
- 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 be able to travel for customer visits as needed
- Strong experience with data tools and Excel or Google Sheets (preferred)
- Experience with CRM and Customer Success tools such as Salesforce and Gainsight preferred
What the job involves
- 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
- 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
Our take
Live-streamed shopping has long been popular in China. In 2020, the first 30 minutes of Alibaba’s Singles’ Day presale's campaign on Taobao Live generated an impressive $7.5B in total transaction value. Firework is helping to bring these kinds of video-based eCommerce experiences to a Western audience with a smart commercial strategy.
Originally launched as a standalone social platform featuring swipe-able web stories, Firework made a strategic shift towards a more streamlined B2B model. It now provides services to partners by granting them access to its video technology infrastructure, enabling them to effortlessly launch diverse and interactive shippable videos on their respective websites. The outcome of this pivot has paid off, with Firework emerging as the leading global platform of its kind.
The real money in shoppable videos is ultimately live-streamed experiences, which are still not landing for American audiences. Despite this, Firework’s more complete offering, including the ability to directly collect consumer data and learn about a shopper’s behaviour, means that American brands are giving the startup business ahead of this anticipated cultural shift.
Steph
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2022
$150m
SERIES B
Mar 2021
$55m
SERIES A
Total funding: $270.3m
Company HQ
Downtown, San Mateo, CA
Leadership
Vincent Yang
(Co-Founder & CEO)Previously founded EverString which was acquired by ZoomInfo. Before that, worked as an Investment Manager at Summit Partners and before that as an Analyst in J.P. Morgan's Investment Banking team.
Jerry Luk
(Co-Founder & COO)Previously co-founded Presdo where they served as CTO. He also spent nearly 4 years at Edmodo as the Head o f Business Strategy, Mobile and was the creator of LinkedIn Mobile.
Rick Zhuang
(CTO)Prior to joining Firework in 2020, Rick was the Head of Engineering at Tmall New Retail at Alibaba Group. He was also the Director of Engineering at Tencent and a Tech Lead/Senior Relevance Scientist at Yahoo!
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