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Firework is a high-growth, AI-powered video commerce platform trusted by global brands and retailers. The company has raised over $235M from investors including SoftBank Vision Fund 2 and operates at global scale.
You will own a portfolio of enterprise accounts across brands and retailers in the North America market, serving as the primary strategic partner and building long-term, mutually beneficial customer relationships. Your focus will be on driving customer lifetime value by identifying expansion and cross-sell opportunities, mitigating churn risk, and partnering cross-functionally to support revenue growth.
Key responsibilities include:
- 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
- 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 demonstrate business impact, ROI, progress against goals, and growth opportunities
- Manage day-to-day customer operations, including billing review, internal coordination, issue resolution, and process improvement
Requirements:
- 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
- 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 (preferred)
- Exceptional attention to detail, strong prioritization skills, and ability to manage multiple priorities and deadlines in a fast-paced, startup environment
- Excellent communication, relationship-building, and consultative skills with ability to influence both technical and non-technical stakeholders, including senior executives
- Balanced mix of analytical rigor, creativity, problem-solving, and customer empathy
- Ability to work U.S. business hours
- Preference for Mumbai or Bangalore-based candidates
