Senior Manager, Customer Success - Remote

Overview

Join Firework, a fast-growing leader in commerce innovation, as their Senior Manager, Customer Success, to drive the expansion together.

In Short

• Act as a voice of the customer and lead the customer experience with timely delivery and solutions-oriented support.
• Responsible for growing customer lifetime value, including identifying upsell/cross sell opportunities.
• Support the team to provide an exceptional service experience, including onboarding and integration.
• Collaborate with cross-functional teams to build scalable processes and improve customer experience.
• Collect product feedback and analyze usage data to achieve measurable product adoption objectives.
• Manage and mentor a small, growing team of Customer Success professionals.

Requirements

• Bachelor's degree with 5+ years in customer success management, preferably in eCommerce.
• Exceptional track record of driving business growth through KPI optimization.
• Thrives in fast-paced start-up environment.
• Attention to detail and efficient multitasking capabilities.
• Fluent in both English and Cantonese.

Benefits

• Join a growing SaaS company redefining the future of commerce.
• Thrive in a flexible work environment with remote options.
• Be part of a company with a solid 8-year legacy and bold plans to conquer the APAC market.