Customer Success Manager, Retail + CPG

Customer Success Manager, Retail + CPG

This role is based in Soho, New York City and expected to be in office at least 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 (including the top names in retail and consumer packaged goods) trust Flowcode to turn physical moments into digital actions, fast.

The Role: 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.

You'll thrive in this role if you:

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

Understand the retail and CPG ecosystem: shopper marketing, packaging, in-store and point of sale, retail media networks, trade marketing, loyalty, and ecommerce

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

Can confidently connect Flowcode to retail and CPG KPIs: first-party data capture, conversion, sales lift, loyalty sign-ups, repeat purchase, and campaign attribution

Plan around the retail calendar: seasonal resets, holiday, back to school, product launches, and packaging and print production timelines

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 brands in a portfolio, new SKUs and packaging runs, new campaigns, and budget pockets

Build trust across retail and CPG orgs: brand, shopper marketing, packaging, digital, ecommerce, loyalty, insights, and operations 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 packaging readiness: 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.

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 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

Exposure to platform migrations or complex product transitions for enterprise clients is a plus

Strong understanding of shopper marketing, attribution, 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.