Manager, Client Leadership

About Firework

Firework is building the next generation of commerce by blending AI with video commerce. The company brings together advanced technology, a strong enterprise brand and retailer network, and an early position in the move toward agentic commerce.

Its platform is used by major brands and retailers around the world. Beyond software, Firework’s growing partner network strengthens the value of the platform over time by moving the feel of in-store experiences into digital channels and helping businesses improve engagement, conversions, and long-term customer relationships.

With more than $235M raised and backing that includes SoftBank Vision Fund 2, the company operates globally and focuses on solving complex problems in connected commerce. It is a place for people who are curious, ambitious, and motivated by building what comes next.

Role summary

This position is part of the customer success team and focuses on strategic relationship management for existing enterprise clients using Firework’s commerce solutions. The role is centered on helping customers in the Middle East grow their business, deepen adoption, and strengthen long-term partnerships. The right person will be customer-centric, comfortable working with data, and capable of managing a broad portfolio with a growth mindset.

Key responsibilities

• Serve as a trusted strategic partner for a portfolio of enterprise accounts across multiple verticals, acting as the main point of contact for long-term partnership management.
• Expand customer lifetime value by spotting upsell and cross-sell opportunities, lowering churn risk, and working with internal teams to support revenue growth.
• Deliver a strong post-sale experience by guiding onboarding and integration, reviewing usage and ROI, and recommending strategies that help customers succeed.
• Predict, negotiate, and manage renewal and expansion terms while partnering with Sales and RevOps to improve retention and growth outcomes.
• Represent the customer perspective internally and collaborate cross-functionally to share product feedback and support adoption goals.
• Study customer behavior and product usage data to create useful touchpoints, tailored recommendations, and actionable insights.
• Run regular business reviews and strategic check-ins that clearly show ROI and deepen customer relationships.
• Handle day-to-day customer operations, including month-end billing review, along with ongoing improvements to processes and documentation.

Requirements

• A bachelor’s degree is required.
• At least 5 years of experience in enterprise customer success or relationship management, ideally in B2B SaaS or e-commerce.
• Strong familiarity with beauty and apparel business verticals is preferred.
• Experience managing revenue-focused KPIs such as renewal rate, upsell, net revenue retention, and churn.
• Solid commercial judgment and product understanding, with a history of helping drive revenue growth.
• Comfort working in a highly analytical and technical way, including building reports and supporting business intelligence work for customers.
• Excellent attention to detail and the ability to juggle priorities, meet deadlines, and succeed in a fast-moving startup environment.
• Strong communication, relationship management, and consultative selling skills, with the ability to influence both technical and non-technical audiences.
• Willingness and ability to travel for customer meetings when needed.
• Hands-on experience with data tools, Excel or Google Sheets, and CRM/customer success platforms such as Salesforce and Gainsight is preferred.
• Fluency in English and Arabic, including reading, writing, and presentations, is required.

Location

This is a remote role. For remote candidates, Firework is considering applicants based in Egypt or Jordan.

Equal opportunity

Firework welcomes applicants from diverse backgrounds and encourages candidates to apply even if they do not meet every qualification. The company is committed to an inclusive workplace and does not tolerate discrimination or harassment based on race, color, sex, religion, sexual orientation, national origin, age, disability, genetic information, pregnancy, or any other protected characteristic under applicable law.