Senior Manager Customer Success

Summary

Join Firework, a fast-growing leader in commerce innovation, as their Senior Manager, Customer Success. You will drive client satisfaction, retention, and growth through strategic relationship management and value optimization. This role involves developing strategic partnerships, optimizing revenue and managing the customer lifecycle, collaborating for business growth, advocating for customer experience enhancement, and leading a team of Customer Success professionals. Firework is a rapidly growing SaaS company expanding in the APAC market. The ideal candidate will have a Bachelor's degree, 5+ years of experience in customer success management (preferably in eCommerce), and fluency in English and Cantonese. The company offers a flexible work environment with remote options.

Requirements

• 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)

Responsibilities

• Serve as a trusted advisor for a diverse portfolio of clients, building long-term partnerships that drive mutual success and growth while acting as their primary point of contact
• Own the entire post-sale journey while maximizing customer lifetime value through strategic upsell/cross-sell initiatives, churn reduction, and data-driven ROI analysis to demonstrate clear business impact
• Partner with Sales and cross-functional teams to forecast opportunities, negotiate renewals, and conduct compelling business reviews that strengthen relationships and showcase tangible value
• Champion the voice of the customer by gathering product feedback, analysing usage patterns, and delivering personalized recommendations that drive meaningful adoption and exceptional service experiences
• Manage and mentor a growing team of Customer Success professionals to ensure scalable, high-quality service delivery while overseeing day-to-day customer operations including billing and process improvements

Benefits

Thrive in a flexible work environment with remote options