Customer Success Manager, Strategic Markets

Customer Success Manager, Strategic Markets

This role is based in Soho, New York City and expected to be in office 4 days a week.

Flowcode

Flowcode is the leading offline-to-online conversion platform, helping the world's biggest brands drive direct connections with their audiences. We combine data-driven design with next-gen QR tech to power instant, privacy-compliant engagement at scale. Over 75% of the Fortune 500 trust Flowcode to turn physical moments into digital actions, fast.

The Role: Customer Success Manager, Strategic Markets

We're hiring a Customer Success Manager to own a portfolio of strategic enterprise accounts across financial services, travel, auto, and tech, supporting clients like Delta, Goldman Sachs, JP Morgan, Liberty Mutual, AmEx, and more. You'll partner with enterprise marketing, sponsorship, and customer experience teams to turn campaigns, sports partnerships, events, and physical touchpoints into measurable digital engagement, driving adoption, attribution, and expansion. This is a hybrid role that blends technical fluency with commercial instincts and a relentless focus on delivering measurable outcomes.

You'll thrive in this role if you:

• Have 3+ years in customer success, account management, partnerships, or marketing, with hands-on experience running marketing campaigns or sports partnerships for major enterprises in financial services, travel, auto, or tech
• Have worked brand side, agency side, or property side on sponsorship activations, from league and team partnerships to naming rights, hospitality, and live events
• Understand how enterprise marketing works in regulated and complex categories: legal and compliance review, brand governance, procurement, and multi-team approvals
• Know how large enterprises are structured and can navigate from an individual champion in marketing or sponsorships to the right budget owner fast
• Can confidently connect Flowcode to enterprise KPIs: customer acquisition, sign-ups and applications, loyalty enrollment, test drives and leads, app downloads, sponsorship ROI, and campaign attribution
• Spot churn signals early and act. You've turned at-risk accounts into renewals and have the receipts
• Move fast on account challenges. You are highly proactive, resourceful, and sharp under pressure
• Can synthesize complex client challenges into clear executive narratives and recommendations
• Take ownership of your accounts and beyond to improve systems, processes, or team performance
• Know how to uncover expansion with new business units, new campaigns, sponsorship assets, and budget pockets
• Build trust across enterprise orgs: brand marketing, sponsorship and partnerships, customer experience, digital, loyalty, legal, procurement, and data teams
• Have experience coordinating platform migrations or complex onboarding alongside implementation teams
• Are comfortable in HubSpot (or can ramp fast) and use systems to scale client engagement

What You'll Own:

• NRR targets across your portfolio: drive usage, adoption, renewal, and expansion. You own the number of your portfolio.
• 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. You don't wait for escalation.
• Campaign and sponsorship activation: partner with our team so codes, Hubs, and FlowURLs are built, approved, and live across campaigns, sports partnerships, events, and customer touchpoints on time.
• Cross-functional influence: drive alignment across Sales, Product, and GTM to unlock product growth and services opportunities to drive revenue.
• Platform migration coordination: manage client-side timelines, expectations, and cross-functional dependencies alongside our implementation team.
• Sales partnership: identify and close upsell opportunities, including new business units, sponsorships, and programs.
• Workflow alignment: build rhythms that match enterprise planning cycles, compliance review timelines, sponsorship calendars, 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, Marketing, or similar client-facing roles
• Experience working on marketing campaigns or sports partnerships for major enterprises in financial services, travel, auto, or tech
• Proven track record managing at-risk accounts, driving renewals, and hitting NRR or retention targets
• Experience managing multi-stakeholder enterprise accounts, including navigating legal, compliance, and procurement
• Exposure to platform migrations or complex product transitions for enterprise clients is a plus
• Strong understanding of campaign attribution, sponsorship measurement, and analytics
• 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
• Ability to operate independently and deliver in a fast-paced, high-growth startup

A successful candidate’s starting pay will be determined based on the role, job-related skills, experience, qualifications, work location, and market conditions.  The current range for this role is $100-$115k OTE plus equity.