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Manager, Client Leadership
Firework
Dubai, UAE
Full Time
Manager
2 weeks ago
Customer SuccessRelationship ManagementUpsellingCross SellingData AnalysisSalesforce
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Customer SuccessRelationship ManagementUpselling
About the Role
Firework is seeking an experienced Manager, Client Leadership to nurture and grow enterprise customers in the Middle East. This customer success role involves strategic relationship management, driving upsell and cross-sell opportunities, and ensuring customer retention.
Key Skills for This Role
Customer SuccessRelationship ManagementUpsellingCross SellingData AnalysisSalesforce
Responsibilities
- Act as a strategic business partner to assigned book of business of enterprise accounts
- Responsible for growing customer lifetime value, including 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
- Forecast, drive, and negotiate renewal and upsell terms to improve retention and expansion rates
- Act as the voice of the customer and partner cross functionally with teams to collect product feedback
- 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
Requirements
- Bachelor’s degree required
- 5+ years of enterprise customer success relationship management; preferably in B2B SaaS and e commerce with a passion or strong understanding of the beauty and apparel verticals
- 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
- Must be able to travel for customer visits as needed
- Must be able to communicate fluently (reading, writing, presenting) in English and Arabic
Full Job Posting
About Firework
- Firework is redefining the future of commerce as an AI and video commerce company — combining cutting edge technology, an exclusive network of enterprise brands and retailers, and a first mover position to win the agentic commerce race.
- We've built the world's most advanced and largest video commerce platform, trusted by global brands and leading retailers.
- Having raised over $235M to date, led by investors such as SoftBank Vision Fund 2, and operating at global scale.
Summary
- Our team is responsible for offering strategic customer success relationship management to existing clients who leverage our innovative commerce solutions to drive their business growth.
- We’re looking for an experienced customer success professional to join our team to nurture and grow our enterprise customers across the Middle East market.
What You’ll Be Doing
- 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.
We’ll be excited if you have
- Bachelor’s degree required.
- 5+ years of enterprise customer success relationship management; preferably in B2B SaaS and e commerce with a passion or strong understanding of the beauty and apparel verticals.
- 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.
- You’re creative but also highly technical, analytical, and product savvy; you’re able to generate, build, and analyze reports and operate in a business intelligence capacity for our customers.
- 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.
- Must be able to travel for customer visits as needed.
- Strong experience with data tools, Excel or Google Sheets, and CRM and Customer Success tools such as Salesforce and Gainsight preferred.
- Must be able to communicate fluently (reading, writing, presenting) in English and Arabic.
Locations
- The role may be remote. For remote, we are looking for candidates based in UAE.
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