Manager, Client Leadership
About Firework
Join Firework – Where Innovation Meets Impact
Firework is redefining the future of commerce as an AI and video commerce company — combining cutting-edge technology, an exclusive network of enterprise brands and retailers, and a first-mover position to win the agentic commerce race.
We've built the world's most advanced and largest video commerce platform, trusted by global brands and leading retailers. But we're more than software — our compounding network effect grows stronger with every partner we add, bringing the energy of in-store experiences online and transforming how businesses engage, convert, and build lasting customer relationships at scale.
Having raised over $235M to date, led by investors such as SoftBank Vision Fund 2, and operating at global scale, we offer unparalleled opportunities to solve complex challenges and drive meaningful impact in the future of connected commerce.
If you're curious, ambitious, and energized by big ideas — Firework is the place to grow, lead, and shape what comes next. Together.
Summary
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. We’re looking for an experienced customer success professional to join our team to nurture and grow our enterprise customers across the Middle East market. You are client-focused, data-driven, and excited to establish and maintain close growth-oriented partnerships with a diverse portfolio.
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
Bachelor’s degree required
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