Senior Customer Success Manager
New
F
FireworkB2B SaaS
Listing location: India / Philippines / Bulgaria / Romania, Ability to work U.S. business hoursFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 7+ years of customer success, account management, or strategic relationship management experience supporting U.S. enterprise customers, ideally within B2B SaaS
- Required Skills
- SalesforceCustomer SuccessAccount Management
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.
- B2B SaaS experience is preferred.
- Track record managing and improving renewal rate, expansion, net revenue retention (NRR), and churn.
- Strong commercial and product acumen, with experience contributing to customer growth and revenue outcomes.
- Technical aptitude and comfort using AI, analytics, and data tools.
- Experience with CRM and Customer Success platforms such as Salesforce and Gainsight is preferred.
- Strong prioritization and attention to detail, with the ability to manage multiple priorities and deadlines.
- Communication, relationship-building, consultative, and stakeholder-influence skills, including with senior executives.
- Analytical rigor, creativity, problem-solving, and customer empathy.
- Ability to work U.S. business hours.
Responsibilities
- Own a portfolio of enterprise brand and retailer accounts as the primary strategic partner.
- Identify expansion and cross-sell opportunities, mitigate churn risk, and partner cross-functionally to support revenue growth.
- Manage the post-sale customer journey, including onboarding, integration, adoption, utilization analysis, ROI measurement, and strategic recommendations.
- Forecast, lead, and negotiate renewals and expansions with Sales and Revenue Operations.
- Translate customer needs and feedback into actionable insights for Product and other cross-functional teams.
- Analyze product usage, customer behavior, and performance data to provide proactive insights and value-based recommendations.
- Lead executive business reviews and strategic check-ins covering business impact, ROI, goals, and growth opportunities.
- Manage customer operations, including month-end billing review, internal coordination, issue resolution, and process documentation.
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