Customer Success Manager, Retail + CPG

Flowcode is the leading offline-to-online conversion platform, helping the world's biggest brands drive direct connections with their audiences. The Customer Success Manager, Retail + CPG will own relationships with national retailers and consumer brands, turning packaging, in-store, print, and sports partnership touchpoints into measurable digital engagement, and driving adoption, attribution, and expansion across their portfolio. This hybrid role is based in Soho, New York City and is expected to be in office at least 4 days a week. The current range for this role is $100-$115k OTE plus equity.

Responsibilities

Own NRR targets across your portfolio: drive usage, adoption, renewal, and expansion; Health score monitoring: proactively flag at-risk signals, build recovery plans, and move before accounts slip; Executive engagement, Strategic QBRs, Campaign Reviews: multi-thread across client teams and build relationships with executives, budget holders, and senior stakeholders; Risk mitigation and problem-solving: turn insights into action fast; Campaign and packaging readiness: partner with internal and print partners so codes, Hubs, and FlowURLs are built, tested, and live on time; Cross-functional influence: drive alignment across Sales, Product, and GTM to unlock product growth and services opportunities; Platform migration coordination: manage client-side timelines, expectations, and cross-functional dependencies alongside the implementation team; Sales partnership: identify and close upsell opportunities, including new brands, business units, and retail programs; Workflow alignment: build rhythms that match retail calendars, packaging cycles, product launches, and campaign flights; NYC presence: deepen client relationships by showing up on-site, at events, and as a strategic partner

Requirements

3+ years in CSM, Account Management, Partnerships, or similar client-facing roles; Experience working with major retailers (Walmart, Home Depot, Target, or similar) strongly preferred, or a CPG background working with brands like Kraft Heinz, AB InBev, or similar; Proven track record managing at-risk accounts, driving renewals, and hitting NRR or retention targets; Experience managing multi-brand or multi-stakeholder enterprise accounts; Strong understanding of shopper marketing, attribution, and analytics; Experience using CRM and CS platforms like HubSpot; Clear, concise communicator, comfortable presenting to senior stakeholders and comfortable pushing back when needed; Ability to operate independently and deliver in a fast-paced, high-growth startup

Nice to have

Exposure to platform migrations or complex product transitions for enterprise clients; Health score tooling experience

Benefits

Equity