Customer Success Manager

hace 4 días

Desde casa, México Firework A tiempo completo

Firework is the world’s leading unified video commerce platform that empowers its global partners to personalize the customer experience and engagement at scale. Firework bridges the offline and online for a robust omnichannel immersive brand experience cultivating a deeper emotional human connection between our partners and their end consumers. We are customer-centric and inspired to win together offering total solutions with endless possibilities to help our customers increase purchases and conversions using the power of video. At the heart, we are a global and diverse team of “SuperSpark” creators, entrepreneurs, life-long learners, and data geeks driven by the future of authenticity to transform commerce. Firework has raised over $235M to date, with its latest Series B round led by SoftBank Vision Fund 2. Come reimagine the online customer experience with us.Our team is growing We’re looking for an experienced Customer Success Manager to join a growing global team to nurture and grow our customers within the assigned markets and categories. You are client-focused, data-driven, and excited to establish and maintain close strategic partnerships and long-term relationships with a diverse portfolio of accounts.**What you’ll be doing**- Own and develop strong relationships with a growing mixed portfolio of mid-market and enterprise accounts within the assigned region, tier, or category where success is defined by key performance metrics (i.e. NRR, retention/churn, and customer satisfaction)- Act as a strategic business partner and point of contact focused on long-term mutually beneficial partnerships; negotiate renewal and upsell terms and track through internal systems- Work across sales, product and engineering to provide an exceptional service experience, including onboarding and integration, analysis on campaigns, strategy recommendations, and yield management- Partner cross-functionally with teams to strategically grow and optimize strategic relationships including providing feedback and continuous process and documentation improvements- Using your strong analytical background, provide insight to optimize performance across partner experiences- Support all day-to-day business operations associated with partners**We’ll be excited if you have**- Bachelor’s degree required, Masters preferred- 4+ years of strategic partnership relationship management and customer success, preferably directly managing and growing a SaaS-based book of business- Excellent communication and presentation skills, including the ability to convey difficult conversations- High attention to detail and the ability to multitask, meet deadlines, and thrive in a fast-paced, start-up global environment- Must possess a team-first mindset; previous people management experience a plus- Balanced mix of creative and analytical skills- Knowledge of and interest with the competitive digital landscape**_Don’t hold back_

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