Fireworkhq29d ago

Customer Success Manager (Japan)

Tokyolead

OtherCustomer Success ManagerCustomer SuccessCustomer

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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,

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OtherCustomer Success ManagerCustomer SuccessCustomer

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.

Our business is growing! We are looking for an exceptional customer-centric partner to join our Client Leadership team to build strategic growth-oriented relationships with our existing clients and help our business customers realize their full potential with our innovative suite of products. You are win-win focused, revenue driven, and excited to establish and maintain close partnerships with a diverse portfolio of customers.

Act as a strategic business partner to assigned book of business of which may be a mix of enterprise accounts in a variety of verticals and lead as the point of contact focused on long-term mutually beneficial partnerships; negotiate renewal and expansion terms and track through internal systems

Support the team and provide an exceptional service experience, including onboarding and integration, providing analysis on utilization ROI, educating them on our products, and providing growth strategy recommendations

Own the customer success metrics and KPIs including revenue assigned, renewal rates, and production adoption rates

Advocate for the customers internally by representing their needs and feedback to the product, sales, and engineering teams, ensuring customer insights are considered in future product development roadmaps

Monitor customer health scores, identify at-risk accounts, and develop strategies to address potential churn by delivering tailored support and solutions

Support and continuously optimize all day-to-day business operations associated with customers including month end billing review of partners, reporting and analysis, and providing insights to influence decision making

Bachelor’s degree required

5-8 years of customer success relationship management, preferably in a growth-stage B2B SaaS

Proven track record of managing customer relationships and driving revenue success and adoption of products

Outstanding problem solving skills with a customer centric and creative approach

High attention to detail and the ability to multitask, meet deadlines, and thrive in a fast-paced, start-up global environment

Excellent communication and presentation skills, including the ability to speak and influence technical and non-technical audiences

Entrepreneurial minded and thrives in a fast-paced startup team environment

Must be able to read, write, and speak fluently in Japanese. English proficiency is preferred.