Manager, Client Leadership

About the role

Our team provides strategic customer success relationship management for enterprise clients using Firework’s video commerce solutions. We are seeking an experienced professional to nurture and grow our enterprise customers across the Middle East market, building data‑driven, growth‑oriented partnerships.

Key responsibilities

• Act as a strategic business partner to assigned enterprise accounts across brands and retailers, focusing on long‑term mutually beneficial relationships.
• Grow customer lifetime value by identifying upsell/cross‑sell opportunities, reducing churn, and collaborating with internal teams.
• Deliver exceptional service experiences, including onboarding, integration, utilization analysis, ROI reporting, and strategic recommendations; own the entire post‑sale customer journey.
• Forecast, drive, and negotiate renewal and upsell terms, working closely with Sales and RevOps.
• Serve as the voice of the customer, partnering cross‑functionally to collect product feedback and achieve measurable product adoption objectives.
• Analyze usage data and customer behavior to provide value‑driven insights and personalized recommendations.
• Lead regular business reviews and strategic check‑ins to demonstrate ROI and deepen relationships.
• Support day‑to‑day operations such as month‑end billing review and continuous process and documentation improvements.

Required profile

• Bachelor’s degree (required).
• Minimum 5 years of enterprise customer success relationship management experience, preferably in B2B SaaS.

Required skills