Hybrid NYC Onsite CSM - Retail & CPG

Flowcode; New York (NY); Hybrid; USD 100,000 - 115,000; Full time

Job summary

Flowcode is the leading offline-to-online conversion platform helping brands connect with customers through data-driven QR technology. We are hiring a Customer Success Manager for Retail and CPG to own relationships with national retailers and consumer brands, driving adoption, attribution, and expansion across your portfolio.

This hybrid role blends technical fluency with commercial instincts, requiring NYC presence, on-site in Soho, and a focus on measurable outcomes.

Qualifications

• 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
• 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 pushing back when needed
• Ability to operate independently and deliver in a fast-paced, high-growth startup

Responsibilities

• NRR targets across your portfolio: drive usage, adoption, renewal, and expansion.
• 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.

Skills

Customer success

Account management

Partnerships

Retail knowledge

CPG knowledge

Executive communication

Independence

Tools

HubSpot

Job description

Flowcode is the leading offline-to-online conversion platform helping brands connect with customers through data-driven QR technology. We are hiring a Customer Success Manager for Retail and CPG to own relationships with national retailers and consumer brands, driving adoption, attribution, and expansion across your portfolio.

This hybrid role blends technical fluency with commercial instincts, requiring NYC presence, on-site in Soho, and a focus on measurable outcomes.