Senior Customer Success Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Senior Customer Success Manager growing enterprise accounts for Firework’s AI-powered video commerce platform. Driving renewals, expansion, adoption, and ROI across North American brands and retailers.
Responsibilities:
- Own a portfolio of enterprise accounts across brands and retailers as the primary strategic partner
- Drive customer lifetime value through expansion and cross-sell opportunities, churn-risk mitigation, and cross-functional revenue-growth support
- Own the end-to-end post-sale customer journey, including onboarding, integration, adoption, utilization analysis, ROI measurement, and strategic recommendations
- Forecast, lead, and negotiate renewals and expansion opportunities with Sales and Revenue Operations
- Represent the voice of the customer by translating needs and feedback into actionable Product and cross-functional insights
- Analyze product usage, customer behavior, and performance data to deliver proactive insights and personalized engagement strategies
- Lead executive business reviews and strategic check-ins demonstrating business impact, ROI, progress, and growth opportunities
- Manage day-to-day customer operations, including month-end billing review, internal coordination, issue resolution, and process and documentation improvement
- Nurture and grow enterprise customers across the North America market
Requirements:
- Bachelor's degree or equivalent relevant experience
- 7+ years of customer success, account management, or strategic relationship management experience supporting U.S. enterprise customers, ideally within B2B SaaS
- Proven track record managing and improving renewal rate, expansion, net revenue retention (NRR), and churn
- Strong commercial and product acumen
- Strong technical aptitude and comfort using AI, analytics, and data tools
- Experience with Salesforce and Gainsight is preferred
- Exceptional attention to detail and strong prioritization skills
- Ability to manage multiple priorities and deadlines in a fast-paced startup environment
- Excellent communication, relationship-building, and consultative skills
- Ability to influence technical and non-technical stakeholders, including senior executives
- Analytical rigor, creativity, problem-solving, and customer empathy
- Ability to work U.S. business hours
- Remote work in India
Benefits:
- Equal employment opportunity employer
- Inclusive environment
- Cross-functional collaboration opportunities
- Opportunities to solve complex challenges and drive meaningful impact
- High-growth, team-centric environment
Similar Jobs
Customer Success Manager
Customer Success Manager driving measurable adoption and value realisation for Logile's EMEA retail customers. Partnering with Account Managers on QBRs, renewals, upsells and store-level customer engagement.
Front Line Manager – Customer Success
Front Line Manager overseeing customer success chargebacks, rebates, SLAs, and inquiries at Genpact. Supporting AI-powered business transformation for global enterprises.
VP, Client Success
VP of Client Success leading adoption, retention, and expansion for HelioCampus’s higher-education data platform. Managing client success strategy, relationships, metrics, and team performance.
Customer Success Manager
Customer Success Manager driving retention, renewals, and adoption for Dot Compliance’s cloud quality and compliance solutions. Managing executive relationships across regulated life sciences accounts.
Director, Partner Success
Director leading partner success for Imagine Pediatrics, a virtual-first and in-home pediatric medical group. Managing health plan relationships, retention, expansion, and regional growth.
Customer Success Manager
Customer Success Manager driving retention, renewals, and product adoption for manufacturers using QAD’s intelligent SaaS manufacturing and supply-chain platform.
Customer Success Manager
Customer Success Manager driving adoption, renewals, and growth for QAD’s SaaS manufacturing and supply chain solutions. Managing customer journeys, Salesforce engagement tracking, and global sales partnerships.
Partner Success Manager
Partner Success Manager guiding telecom customers through Zayo’s bandwidth-service lifecycle. Managing onboarding, customer health, renewals, upselling, and growth opportunities.
Head of Customer Success
Head of Customer Success leading Nuvolo’s SaaS workplace platform retention, adoption, and expansion. Building global teams and optimizing customer journeys, advocacy, metrics, and post-sales operations.
Customer Success / Support Operations Evaluator
Customer success operations evaluator reviewing AI-generated documents, spreadsheets, and slides for Mercor. Grading quality, identifying errors, and providing structured feedback to improve AI systems.
Partner Success Manager
Partner Success Manager driving PMI product growth, client acquisition, and B2B account expansion in Canada. Managing strategic accounts, regional plans, executive relationships, and partner networks.
Growth Strategist – Customer Success, Implementation
Growth Strategist implementando Workana ON para ayudar a pymes a adoptar herramientas digitales. Acompañando onboardings, midiendo resultados y aportando feedback para validar el producto.
Customer Success Manager
Customer Success Manager driving adoption, retention, and growth for Henry Schein One’s dental practice management software. Advising dental practices and executive stakeholders on measurable business outcomes.
Customer Success Consultant
Customer Success Consultant managing client partnerships for Castlight’s digital healthcare navigation and Vera’s advanced primary care solutions. Driving engagement, care outcomes, benefits optimization, and renewals.
Customer Success Manager
Customer Success Manager managing strategic US customers for Webbing's global data MVNO and IoT connectivity platform. Driving onboarding, adoption, renewals, growth, and executive relationships.
CSM Team Lead
Customer Success Team Lead managing strategic enterprise accounts and mentoring Webbing’s US team. Driving adoption, retention, and growth for global IoT connectivity services.
Customer Success Manager, Paid Social Media Buyer – Social Media Marketing Experience
Customer Success Manager für DatAds, eine SaaS-Plattform für AI-gestütztes Ad-Creative- und Performance-Marketing. Betreuung von eCommerce- und Agenturkunden sowie Beratung zu Paid-Social-Kampagnen.
Onboarding Analyst, Customer Success
Onboarding Analyst coordinating SaaS customer implementations for Doxel’s AI construction platform. Tracking dependencies, files, risks, and cross-functional deliverables across concurrent onboardings.
Customer Success Manager, SMB
Customer Success Manager guiding U.S. contractors through CompanyCam’s photo documentation and productivity app adoption. Driving retention, renewals, engagement, and expansion across customer accounts.
Customer Success Specialist
Customer Success Manager für No Isolations AV1-Bildungsroboter im deutschen Bildungssystem. Schulen, Kommunen und Bildungsbehörden bei Einführung, Nutzung und Wirkung von AV1 unterstützen.