Customer Success Manager (Retail + CPG)

• We’re hiring a CSM focused on our Retail and CPG vertical. You’ll own relationships with national retailers and consumer brands, turning packaging, in-store, print, and sports partnerships touchpoints into measurable digital engagement, and driving adoption, attribution, and expansion across your portfolio. This is a hybrid role that blends technical fluency with commercial instincts and a relentless focus on delivering measurable outcomes
• Drive usage, adoption, renewal, and expansion to meet NRR targets across your portfolio. You own the number of your portfolio
• Proactively monitor health scores, flag at-risk signals, build recovery plans, and act before accounts slip
• Multi-thread across client teams and build relationships with executives, budget holders, and senior stakeholders through executive engagement, strategic QBRs, and campaign reviews
• Turn insights into action quickly to mitigate risk and solve problems without waiting for escalation
• Partner with our team and print partners so codes, Hubs, and FlowURLs are built, tested, and live on packaging, in store, and in market on time
• Drive alignment across Sales, Product, and GTM to unlock product growth and services opportunities and drive revenue
• Manage client-side timelines, expectations, and cross-functional dependencies alongside the implementation team for platform migrations
• Identify and close upsell opportunities, including new brands, business units, and retail programs
• Build rhythms that match retail calendars, packaging cycles, product launches, and campaign flights
• Deepen client relationships by showing up on-site, at events, and as a strategic partner in NYC

Benefits

• Unlimited Vacation
• Paid Health Benefits
• Employee Stock Options
• Lunch stipend & office snacks
• Happy hours & team dinner
• Custom swag
• Parental Leave
• Team offsites
• Diverse Managers

• Exposure to platform migrations or complex product transitions for enterprise clients is a plus
• Spot churn signals early and act. You’ve turned at-risk accounts into renewals and have the receipts
• Proven track record managing at-risk accounts, driving renewals, and hitting NRR or retention targets
• Plan around the retail calendar: seasonal resets, holiday, back to school, product launches, and packaging and print production timelines
• 3+ years in CSM, Account Management, Partnerships, or similar client-facing roles
• Can synthesize complex client challenges into clear executive narratives and recommendations
• Experience using CRM and CS platforms like HubSpot; health score tooling experience is a major plus
• Clear, concise communicator, comfortable presenting to senior stakeholders and comfortable pushing back when needed
• Have experience coordinating platform migrations or complex onboarding alongside implementation teams
• Build trust across retail and CPG orgs: brand, shopper marketing, packaging, digital, ecommerce, loyalty, insights, and operations teams
• Strong understanding of shopper marketing, attribution, and analytics
• Know how retail and CPG orgs are structured and can navigate from a brand manager or shopper marketing champion to the right budget owner across brand, digital, and trade fast
• Move fast on account challenges. You are highly proactive, resourceful, and sharp under pressure
• 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
• Understand the retail and CPG ecosystem: shopper marketing, packaging, in-store and point of sale, retail media networks, trade marketing, loyalty, and ecommerce
• Have 3+ years in customer success, account management, or partnerships, ideally working with major retailers like Walmart, Home Depot, or Target, or with CPG brands like Kraft Heinz or AB InBev
• Take ownership of your accounts and beyond to improve systems, processes, or team performance
• Know how to uncover expansion with new brands in a portfolio, new SKUs and packaging runs, new campaigns, and budget pockets
• Are comfortable in HubSpot (or can ramp fast) and use systems to scale client engagement
• Experience managing multi-brand or multi-stakeholder enterprise accounts
• Can confidently connect Flowcode to retail and CPG KPIs: first-party data capture, conversion, sales lift, loyalty sign-ups, repeat purchase, and campaign attribution
• Ability to operate independently and deliver in a fast-paced, high-growth startup