Manager, Client Leadership

Responsibilities

• Act as a strategic business partner for a book of enterprise accounts, serving as the primary point of contact for long-term partnerships.
• Drive customer lifetime value by identifying upsell and cross-sell opportunities and reducing churn.
• Manage the entire post-sale customer journey, including onboarding, integration, and ROI analysis.
• Forecast and negotiate renewal and upsell terms to improve retention and expansion rates.
• Act as the voice of the customer by partnering cross-functionally to provide product feedback.
• Analyze usage data and customer behavior to deliver personalized recommendations and value-driven insights.
• Conduct regular business reviews and strategic check-ins to demonstrate ROI.

Requirements

• Bachelor's degree.
• 5+ years of enterprise customer success management experience, preferably in B2B SaaS or e-commerce.
• Proven ability to manage revenue-related KPIs including renewal, upsell, NRR, and churn.
• Proficiency in data tools such as Excel or Google Sheets.
• Experience with CRM and Customer Success tools like Salesforce or Gainsight.
• Fluency in both English and Arabic (reading, writing, and presenting).
• Ability to travel for customer visits as needed.

Preferred Qualifications

• Strong understanding of the beauty and apparel verticals.
• High technical and analytical acumen with the ability to operate in a business intelligence capacity.
• Experience thriving in a fast-paced, start-up environment.

About the Company

Firework is an AI and video commerce company redefining the future of commerce. We have built the world's most advanced video commerce platform, trusted by global brands and leading retailers. Having raised over $235M to date, including investment from SoftBank Vision Fund 2, we are scaling globally to transform how businesses engage and convert customers through connected commerce.