Customer Success Manager (Firework)

Join Firework, a fast-growing leader in commerce innovation , as their Senior Manager, Customer Success, to drive the expansion together.

Firework is a rapidly growing SaaS company focusing on redefining commerce industry. As they accelerate their expansion in the APAC market, they're seeking a passionate Senior Manager, Customer Success. You will drive client satisfaction, retention, and growth through strategic relationship management and value optimization to fuel innovative projects..

What You Will Do

• Act as a voice of the customer and lead the customer experience with timely delivery and solutions-oriented support to a mix of high-velocity small and medium-sized accounts across various channels (email, chat, phone)
• 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
• Collaborate with cross-functional technical and non-technical teams to build scalable processes, self-help content, and tools to improve the customer experience and drive business outcome
• Collect product feedback, analyze usage data, and assess customer behavior to achieve measurable product adoption objectives and deliver value-driven touchpoints and personalized recommendations
• Support all day-to-day business operations associated with customers including billing and continuous process and documentation improvements
• Manage and mentor a small, growing team of Customer Success professionals.

What You Will Bring

• Bachelor's degree with 5+ years in customer success management, preferably in eCommerce, demonstrating progressive leadership and relationship development expertise.
• Exceptional track record of driving business growth through KPI optimization (renewal rates, upsells, NRR) with strong commercial acumen and proven revenue contribution abilities.
• Thrives in fast-paced start-up environment.
• Attention to detail, efficient multitasking capabilities, and a balanced blend of creative thinking and analytical decision-making.
• Fluent in both English and Cantonese (speaking, reading, and writing).

Why You Will Love Working At Firework

• Join a growing SaaS company which backed by top US start-ups, redefining the future of commerce industry.
• Thrive in a flexible work environment with remote options
• Be part of a company with a solid 8-year legacy and bold plans to conquer the APAC market.