Customer Success Lead, Media

Flowcode•New York, NY

11d•$130,000 - $185,000•Onsite

About The Position

Flowcode is hiring a Customer Success Lead to run its media vertical, supporting clients such as Disney, NBCU, and Paramount. This player/coach role manages a team of approximately 3–4 Customer Success Managers while directly owning a portfolio of strategic accounts. The Lead partners with the Media Pod Lead on new and existing territory, represents the media pod to leadership and product, and escalates and resolves blockers to growth. The role owns net revenue retention (NRR) across the pod portfolio and the Lead’s own book by driving usage, adoption, renewals, and expansion. It also includes developing a managed-service delivery business model, monitoring account health and mitigating churn, building executive relationships, and coordinating across Sales, Product, and go-to-market teams to drive product growth and services revenue. The Lead is expected to build operating rhythms suited to media buying cycles, flight dates, and campaign refreshes, and to deepen media relationships through an on-site presence and industry events. The position is based in Soho, New York City, with an expectation of being in the office four days per week. The current compensation range is $130,000–$185,000 OTE plus equity.

Requirements

7–10 years in enterprise customer success, account management, or client partnerships, including at least 5 years in media.
At least 2 years managing a team, or documented player/coach experience such as pod leadership, team leadership, or formal mentorship of two or more CSMs.
Direct experience managing client relationships with CMOs and CDOs.
Proven track record managing at-risk accounts, driving renewals, and hitting NRR targets.
Proven success working with media brands, ideally in TV or digital broadcast environments.
Strong understanding of attribution, analytics, and media KPIs.
Experience consistently monitoring and acting on health-score data.
Ability to operate independently and deliver in a fast-paced, high-growth startup.
Experience working directly with senior media client stakeholders, including CMO, EVP/SVP/VP Marketing, VP Ad Sales Partnerships, or Chief Data Officer.
Understanding of the media ecosystem, including broadcast, digital, ad operations, martech, and measurement.
Ability to build and maintain organizational maps at complex enterprises and engage both tactical contacts and senior decision-makers.
Ability to connect Flowcode to media KPIs such as attribution, engagement, and CPM.
Ability to identify churn signals and convert at-risk accounts into renewals.
Ability to synthesize complex client challenges into clear executive narratives and recommendations.
Experience uncovering expansion opportunities through campaign use cases, champions, and budget sources.
Experience coordinating platform migrations or complex onboarding with implementation teams.
Comfort with HubSpot CRM.

Responsibilities

Manage, coach, and develop approximately 3–4 Customer Success Managers while carrying a portfolio of strategic accounts.
Own NRR targets across the pod portfolio and personal book by driving usage, adoption, renewals, and expansion.
Partner with the Media Pod Lead to build and pursue a target list across new logos and existing territory.
Represent the media vertical to leadership and product; escalate growth blockers and drive them to resolution.
Develop a managed-service campaign delivery business model, including scope, pricing inputs, staffing model, and margin.
Monitor account health, identify at-risk signals, and build and execute recovery plans before accounts slip.
Lead executive engagement, strategic QBRs, and campaign reviews; build relationships with client executives, budget holders, and senior stakeholders.
Mitigate risk and solve account problems proactively, without waiting for escalation.
Influence cross-functional alignment across Sales, Product, and GTM to unlock product growth and services revenue.
Build account-management rhythms suited to media buying cycles, flight dates, and campaign refreshes.
Deepen media relationships through on-site engagement, events, and strategic partnership.
Identify expansion opportunities through new campaign use cases, cross-functional champions, and budget pockets.
Coordinate platform migrations and complex onboarding alongside implementation teams.
Use HubSpot CRM and systems to scale client engagement.