Customer Success Manager

Customer Success Manager | Media + Agency FlowcodeThis role is based in Soho, New York City and expected to be in office 4 days a week. FlowcodeFlowcode 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 media) trust Flowcode to turn physical moments into digital actions, fast.The Role: Media + Agency Customer Success ManagerWe're hiring a CSM focused on our media + agency vertical, supporting clients like NBCU, Paramount, Hearst, Disney, and Publicis. You'll own relationships with national broadcasters, TV networks, media groups, and agencies – 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 YouHave 4-8 years in client success, partnerships, or strategy at a media company, network, or agencyUnderstand the media and advertising ecosystem – broadcast, digital, ad ops, martech, measurementKnow the ICP and executive org maps at the top holding companies like Comcast, Disney, Warner Bros. Discovery, Paramount, Fox and can navigate from an individual champion to the right budget owner fastCan confidently connect Flowcode to media KPIs: attribution, engagement, tune-in, reachSpot churn signals early and act - you've turned at-risk accounts into renewals and have the receiptsMove fast on account challenges. You are highly proactive, resourceful, and sharp under pressureCan synthesize complex client challenges into clear executive narratives and recommendationsTake ownership of your accounts and beyond to improve systems, processes, or team performanceKnow how to uncover expansion with new campaign use cases, cross-functional champions, budget pocketsBuild trust across agency and media orgs: programming, marketing, ad sales, data teams, and operationsHave experience coordinating platform migrations or complex onboarding alongside implementation teamsAre comfortable in Hubspot (or can ramp fast) and use systems to scale client engagementWhat You'll OwnNRR 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: to multi-thread across client teams and build relationships with executives, budget holders, and senior stakeholdersRisk mitigation and problem-solving: turn insights into action fast, you don't wait for escalation.Cross-functional influence: drive alignment across Sales, Product and GTM to unlock product growth and services opportunities to drive revenuePlatform migration coordination: manage client-side timelines, expectations, and cross-functional dependencies alongside our implementation team.Sales partnership: identify and close upsell opportunities.Workflow alignment: build rhythms that match media buying cycles, flight dates, and campaign refreshes.NYC presence: deepen media relationships by showing up on-site, at events, and as a strategic partner.Requirements4-8 years in media-focused CSM, Account Management, or similar rolesProven track record managing at-risk accounts, driving renewals, and hitting NRR targetsProven success working with media brands, ideally in TV or digital broadcast environmentsExperience managing platform migrations or complex product transitions for enterprise clientsStrong understanding of attribution, analytics, and media KPIsExperience using CRM and CS platforms like HubSpot and health score tooling experience is a major plusClear, concise communicator, comfortable presenting to senior stakeholders and comfortable pushing back when neededAbility to operate independently and deliver in a fast-paced, high-growth startupWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.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 up to $105-125k OTE plus equity.