Firefly

Customer Success Manager

• Own the full relationship for a portfolio of the largest US accounts
• Build relationships with engineers, senior leadership, operational, security, and executive stakeholders
• Own customer needs end to end across technical, commercial, and relational matters
• Lead customer onboarding with structured milestones and an early win
• Run regular business reviews with a clear value story
• Engage economic buyers, including CISOs, CTOs, and board-level stakeholders
• Travel for in-person meetings as needed
• Maintain strategic account plans covering customer goals, stakeholders, adoption priorities, risks, and expansion opportunities
• Act as the voice of the customer internally with Product, Engineering, Support, and Sales
• Work with DevOps, SRE, Platform Engineering, and security teams using Terraform, cloud infrastructure, and CI/CD pipelines
• Lead training sessions and explain infrastructure-as-code, cloud drift, recovery time objectives, and recovery posture
• Serve as the first point of contact for technical questions and partner with engineering on deeper issues
• Own retention and expansion, including GRR, NRR, and renewal performance
• Monitor account health and drive recovery plans for at-risk accounts
• Build expansion business cases grounded in measurable business outcomes
• Partner with Sales on commercial terms and expansion conversations
• Maintain accurate CRM data, health indicators, and renewal forecasts

Senior Customer Success Manager

Sales

• Lead and grow Firefly's New York sales team
• Own the region's revenue outcomes and the people who drive them
• Serve as a visible leader in Firefly's largest market
• Build an accountable, high-performing organization
• Set the pace for the rest of the company
• Build executive-level relationships with complex enterprise customers
• Drive durable, profitable revenue growth
• Translate sales leadership experience into the agency and brand ecosystem

Senior Customer Success Manager

VP, Sales