Customer Success Manager Job at Firework (Hong Kong)

Customer Success Manager

Firework

Location:
Hong Kong , Hong Kong

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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. This role will focus on customer retention, product adoption, and continuous relationship management to nurture and scale our high-velocity business customers across the Hong Kong market. You are client-focused, data-driven, and excited to establish and maintain close growth-oriented partnerships with a diverse portfolio.

Job Responsibility:

Act as a voice of the customer and lead the customer experience with timely delivery and solutions-oriented support to a mix of high-velocity small and medium-sized accounts across various channels (email, chat, phone)
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
Collaborate with cross-functional technical and non-technical teams to build scalable processes, self-help content, and tools to improve the customer experience and drive business outcome
Collect product feedback, analyze usage data, and assess customer behavior to achieve measurable product adoption objectives and deliver value-driven touchpoints and personalized recommendations
Support all day-to-day business operations associated with customers including billing and continuous process and documentation improvements
Manage and mentor a small, growing team of Customer Success professionals

Requirements:

Bachelor’s degree required
5+ years of customer success and support
preference for e-commerce
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, including the ability to speak and influence technical and non-technical audiences
Balanced mix of creative and analytical skills
Must speak, read, and write English and Cantonese fluently

Additional Information:

Job Posted:
February 17, 2026

Work Type:

Hybrid work

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