Customer Success Manager

About Firework

Join Firework - Where Innovation Meets Impact

Firework is revolutionizing connected commerce with the worlds most advanced and largest AI-powered video commerce platform, trusted by global brands and leading retailers. We bring the energy of in-store experiences online, transforming how businesses engage, convert, and build lasting customer relationships.

At Firework, youll be part of a high-growth, team-centric environment where innovation thrives and collaboration fuels success. Having raised over $235m to date led by investors such as the SoftBank Vision Fund 2 and operating at a global scale, we offer unparalleled opportunities to work cross-functionally, solve complex challenges, and drive meaningful impact in the future of connected digital commerce.

If youre curious, ambitious, and energized by big ideas, Firework is the place to grow, lead, and shape the next era of online shopping—together.

Summary

Firework is growing! 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. Were looking for an experienced customer success professional to join our team to nurture and grow our high-velocity business customers across the Hong Kong 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 which may be a mix of high-velocity small and medium-sized accounts 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
• Collaborate with Sales and other teams to forecast, drive, and negotiate renewal and upsell terms to improve renewal and upsell rates
• Act as the voice of the customer; collect product feedback, analyze usage data, and assess customer behavior to achieve measurable product adoption objectives and deliver value-driven touchpoints and personalized recommendations
• Lead and conduct regular business reviews and check-ins to demonstrate ROI and deepen customer relationships
• 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

• Bachelors degree required
• 5+ years of customer success relationship management; preference for e-commerce
• 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
• 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
• Balanced mix of creative and analytical skills
• Must speak, read, and write English and Cantonese fluently

Locations

The role is hybrid and based in our Hong Kong office.

Dont hold back

We understand some candidates may see the above and not apply because they dont meet all the qualifications. We encourage you to apply anyway; we often find talented candidates that fit many other opportunities we have and look for potential too, not just what you did in the past. As an equal employment opportunity employer, we are a diverse team that strives for an inclusive environment for all. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, age, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Information :

• Company : Firework
• Position : Customer Success Manager
• Location : Hong Kong
• Country : HK