Firework

Sr. Manager, Client Leadership

Firework

full-time

Posted on:

Origin:  • 🇺🇸 United States • New York

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Salary

💰 $110,000 - $120,000 per year

Job Level

Senior

About the role

  • 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

Requirements

  • Bachelor’s degree required
  • 7+ years of customer success relationship management; preferably in B2B SaaS
  • 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 be able to travel for customer visits as needed
  • Strong experience with data tools and Excel or Google Sheets (preferred)
  • Experience with CRM and Customer Success tools such as Salesforce and Gainsight preferred