Customer Success Manager, Retail + CPG

Flowcode•New York, NY

3d•$100,000 - $115,000•Hybrid

About The Position

Flowcode is hiring a Customer Success Manager focused on the Retail and CPG vertical. The role owns relationships with national retailers and consumer brands, converting packaging, in-store, print, and sports partnership touchpoints into measurable digital engagement while driving adoption, attribution, retention, and expansion across a portfolio. It combines technical fluency and commercial instincts with a focus on measurable customer outcomes. The Customer Success Manager owns portfolio NRR targets, monitors account health, develops recovery plans for at-risk customers, and leads executive engagement, strategic business reviews, and campaign reviews. The role coordinates campaign and packaging readiness, platform migrations, and client-side timelines, while partnering across Sales, Product, GTM, and implementation teams to support growth and revenue opportunities. The position is based in Soho, New York City, with an expectation of being in the office at least four days per week.

Requirements

At least 3 years of experience in customer success, account management, partnerships, or similar client-facing roles.
A proven track record of managing at-risk accounts, driving renewals, and achieving 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 customer success platforms such as HubSpot, or ability to ramp up quickly.
Clear, concise communication skills, including presenting to senior stakeholders and pushing back when needed.
Ability to work independently and deliver in a fast-paced, high-growth startup.

Nice To Haves

Experience working with major retailers such as Walmart, Home Depot, or Target, or with CPG brands such as Kraft Heinz or AB InBev.
Exposure to platform migrations or complex product transitions for enterprise clients.
Experience with health score tooling.

Responsibilities

Drive usage, adoption, renewals, and expansion to meet portfolio NRR targets.
Monitor account health, identify risk signals, and develop and execute account recovery plans.
Lead executive engagement, strategic QBRs, and campaign reviews, building relationships across client teams and with senior stakeholders and budget holders.
Mitigate risks and solve account challenges proactively, without waiting for escalation.
Coordinate campaign and packaging readiness with internal teams and print partners to ensure codes, Hubs, and FlowURLs are built, tested, and live on time.
Influence cross-functional alignment across Sales, Product, and GTM to support product growth and services opportunities.
Coordinate platform migrations, including client-side timelines, expectations, and cross-functional dependencies with the implementation team.
Partner with Sales to identify and close upsell opportunities, including new brands, business units, and retail programs.
Build account workflows and rhythms aligned with retail calendars, packaging cycles, product launches, and campaign flights.
Deepen client relationships through in-person meetings, events, and strategic partnership in New York City.