--- title: 'Sr. Customer Success Manager at Firework' canonical: 'https://feeny.ai/job/sr-customer-success-manager-firework-india-yvehgt9tvadj' type: 'job' last_seen: '2026-09-09' --- # Sr. Customer Success Manager at Firework - **Company:** Firework - **Location:** India - **Work type:** remote - **Posted:** 2026-08-24 - **Last confirmed live:** 2026-09-09 - **Apply:** https://jobs.lever.co/fireworkhq/57511620-5983-4c7e-9922-c97fb73e5f02 ## Job description ## About Firework Join Firework – Where Innovation Meets Impact Firework is revolutionizing connected commerce with the world’s most advanced and largest AI-powered video commerce platform, trusted by global brands and leading retailers. We bring the energy of in-store experiences online, transforming how businesses engage, convert, and build lasting customer relationships. At Firework, you’ll be part of a high-growth, team-centric environment where innovation thrives and collaboration fuels success. Having raised over $235m to date led by investors such as the SoftBank Vision Fund 2 and operating at a global scale, we offer unparalleled opportunities to work cross-functionally, solve complex challenges, and drive meaningful impact in the future of connected digital commerce. If you’re curious, ambitious, and energized by big ideas, Firework is the place to grow, lead, and shape the next era of online shopping—together. 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 North America market. You are client-focused, data-driven, and excited to establish and maintain close growth-oriented partnerships with a diverse portfolio. ## What you’ll be doing - Own a portfolio of enterprise accounts across brands and retailers, serving as the primary strategic partner and building long-term, mutually beneficial customer relationships - Drive customer lifetime value by identifying expansion and cross-sell opportunities, mitigating churn risk, and partnering cross-functionally to support revenue growth - 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 to improve retention and net revenue retention, partnering closely with Sales and Revenue Operations - Serve as the voice of the customer, translating customer needs and feedback into actionable insights for Product and other cross-functional teams while driving measurable adoption outcomes - Analyze product usage, customer behavior, and performance data to deliver proactive insights, value-based recommendations, and personalized engagement strategies - Lead executive business reviews and strategic check-ins that clearly demonstrate business impact, ROI, progress against goals, and opportunities for continued growth - Manage day-to-day customer operations, including month-end billing review, internal coordination, issue resolution, and continuous improvement of customer processes and documentation We’ll be excited if you have - 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 - A proven track record of managing and improving commercial KPIs such as renewal rate, expansion, net revenue retention (NRR), and churn - Strong commercial and product acumen, with demonstrated experience contributing to customer growth and revenue outcomes - Strong technical aptitude and comfort using AI, analytics, and data tools to improve customer insights, efficiency, and decision-making - Experience with CRM and Customer Success platforms such as Salesforce and Gainsight is preferred. - Exceptional attention to detail, strong prioritization skills, and the ability to manage multiple priorities and deadlines in a fast-paced, startup environment - Excellent communication, relationship-building, and consultative skills, with the ability to influence both technical and non-technical stakeholders, including senior executives - A balanced mix of analytical rigor, creativity, problem-solving, and customer empathy - Ability to work U.S. business hours Locations The role will be remote in India working US hours. Preference will be for Mumbai or Bangalore based candidates. Don’t hold back We understand some candidates may see the above and not apply because they don’t meet all the qualifications. We encourage you to apply anyway; we often find talented candidates that fit many other opportunities we have and look for potential too, not just what you did in the past.  As an equal employment opportunity employer, we are a diverse team that strives for an inclusive environment for all. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, age, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. ## About Firework ## Company Overview - **One-liner**: Firework is a video commerce platform that helps brands source, curate, and syndicate shoppable video content across their websites, apps, and email to drive engagement and conversion. - **Entity Type**: Private (venture-backed; has raised 8+ funding rounds including Series B) - **Headquarters**: San Mateo, California, United States - **Founded**: 2017 (originally operating as Loop Now Technologies, Inc.) - **Founders**: Vincent Yang (CEO) and Jerry Luk (COO) ## Core Business - **Primary industry**: Video Commerce / Marketing Services / E-commerce enablement - **Target customers**: B2B — enterprise retailers, DTC brands, and global brand marketers (1,500+ brands including top retailers) - **Mission/purpose**: "Revolutionizing commerce by bringing the power of video to every digital experience, fostering deeper human connections between brands and shoppers" — and helping "every brand own its story and convert every moment into a meaningful interaction through an immersive omnichannel video experience." ## Products & Services - **AI Video Solutions**: An all-in-one platform for shoppable video, video showrooms, and AI Content Solutions that source authentic influencer, UGC, and social-native content — plus AI-generated, commerce-ready video. Deployed across homepage, product pages, and landing pages. - **AI Agentic Solutions / AI Shopping Agent**: A contextual, real-time AI shopping assistant that interprets shopper intent, delivers personalized answers, and guides users alongside shoppable video throughout the purchase journey. - **Video Showrooms**: Live and pre-recorded virtual showroom experiences designed for DTC sites and retailer platforms. - **Email Video Embedding**: Curated video embedded directly into email campaigns to increase click-through rates. - **In-App Video**: Mobile app video integration for guided discovery, purchase, and loyalty journeys. - **AI Livestream Commerce**: Live shopping solutions (evidenced by open roles for AI Livestream Specialist in multiple regions). ## Market Standing - **Valuation/Market Cap**: Not disclosed (private company) - **Key Metric**: **Total funding — $270.3M** raised across 8 rounds per LinkedIn; company materials state "over $250M in capital raised" (conflicting reports — company website lower than LinkedIn-derived figure) - **Notable Investors/Partners**: SoftBank Vision Fund (led $150M Series B, May 2022), IDG Capital (led Series A, 2018); additional venture rounds from undisclosed investors - **Growth Signals**: - Trusted by **1,500+ leading global brands** (homepage/careers page) or **500+ top retailers & brands** (about-us page — conflicting reports) - Platform metrics: **300M+** video views/engagements and **2.0 Trillion+** cumulative commerce/media impressions - **300+ employees** (company website) vs. **160 employees** per LinkedIn (-4.4% YoY — conflicting reports; LinkedIn likely undercounts contractors/global staff) - Workforce distributed across **26 countries** with 6 offices: San Mateo (HQ), New York, Toronto, London, Hong Kong, Tokyo - **80% yearly LinkedIn follower growth** on the company page (53,540 followers, +79.8% YoY), signaling strong employer-brand momentum ## Competitive Advantages - **Full-stack video commerce infrastructure**: Combines content sourcing, AI generation, shoppable video, conversational AI, and analytics in a single enterprise-grade platform — versus point solutions that only handle one slice. - **First-mover scale in shoppable video**: 1,500+ brand deployments give network effects and category-defining data on what converts. - **Owned-channel/customer-data control**: Unlike walled-garden social platforms, Firework lets brands keep video experiences on their own sites/apps and retain first-party customer data. - **AI-native roadmap**: The AI Shopping Agent + AI content generation layer creates a compounding differentiation as commerce shifts to conversational, agentic shopping. - **Global, decentralized operating model**: A 26-country distributed team enables 24/7 coverage and localized content operations for enterprise clients. ## Strategic Focus - **Pioneering agentic commerce**: Scaling AI Shopping Agents that combine conversational intelligence with personalized video delivery to move shoppers from discovery to purchase. - **Omnichannel expansion**: Extending video commerce beyond DTC websites into retailer platforms, mobile apps, and email. - **Global growth**: Hiring enterprise account executives and AI livestream specialists for Hong Kong/Greater China, the Middle East, and across APAC — signaling international go-to-market expansion. - **Diversity & inclusion as a growth lever**: The "Don't Hold Back" initiative with "clear, actionable goals" to champion D&I across all levels and functions. ## Why Work Here - **Culture**: The team describes itself as "lifelong learners, creators, entrepreneurs, storytellers, and data geeks" — a builder-led, fast-moving environment at the intersection of media, AI, and commerce. - **Flexibility**: Hybrid and fully remote roles available; remote positions span India, the Philippines, Bulgaria, and Romania — reflecting a "decentralized is our ethos" operating philosophy. - **Executive access**: Leadership includes industry veterans across operations, business development, and people functions; a small-enough org that individual contributors can have direct impact. - **Diversity**: "We are a diverse team where everyone belongs. At Firework, we care about who you are, not where you come from" — backed by the formal Don't Hold Back D&I initiative. - **Notable roles currently open** (10+ visible): Staff Frontend/Backend Software Engineers, Sr. Customer Success Manager, Digital Showroom Hosts (English, French, German), AI Livestream Specialists (multiple regions), Sr. Enterprise Account Executive (HK/Greater China), and Account Executives. - **Global presence with startup energy**: 6 offices across the US, Canada, Europe, and Asia, with a Silicon Valley HQ and a remote-first/distributed ethos. ## Sources 1. [firework.com — Homepage](https://firework.com/) 2. [firework.com — About Us](https://firework.com/about-us) 3. [firework.com — Careers](https://firework.com/careers) 4. [jobs.lever.co — Firework Open Roles](https://jobs.lever.co/fireworkhq) 5. 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