Customer Success Manager, Retail + CPG

About the role

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

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

Pay and benefits

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.