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Enterprise Customer Success Manager

New York

Flowcode

Flowcode is the leading offline to online conversion platform, committed to building direct connections between brands and fans. By integrating data-driven design with the latest QR technology, we offer contactless connections that are privacy-compliant, ultra-fast, and designed with intention. Our products enable instant, seamless engagement between the physical and digital worlds. 

This role is part of our Customer Success team focused on Enterprise clients in key verticals.   As part of this team, you'll contribute to initiatives that maintain our position as the preferred QR provider for over 70% of Fortune 500 companies.

Role

As a Customer Success Manager, you will be the main point of contact for our largest and most strategic clients. You will be responsible for building strong relationships, driving customer satisfaction, and ensuring that our clients are using our platform to its fullest potential. The CSM will collaborate cross-functionally with Sales, Product, and Support teams to ensure customers’ long-term success.

Responsibilities

  • Serve as the primary point of contact for enterprise clients, ensuring timely and successful delivery of solutions to meet their needs and goals
  • Develop a deep understanding of clients’ business objectives, identify growth opportunities, and create customized success plans that align with their needs
  • Work proactively with clients to drive adoption and satisfaction, managing renewals and minimizing churn
  • Identify opportunities to grow accounts by presenting relevant products or services, partnering with Sales on upsell opportunities
  • Regularly monitor account health and report on key performance indicators (KPIs), such as usage rates, adoption metrics, and satisfaction scores
  • Serve as the voice of the customer internally, providing feedback to Product and Development teams to improve the customer experience and drive product innovation
  • Proactively identify potential issues and collaborate with Support and Product teams to resolve them quickly and effectively

Qualifications

  • 4-8 years in a customer-facing role, with at least 3 years managing enterprise-level clients in a SaaS or technology environment
  • Bachelor's degree in Business, Communications, or a related field
  • Ability to understand and explain technical solutions and partner effectively with Product & Eng
  • Proven track record of driving customer satisfaction, retention, and growth
  • Strong ability to analyze customer data to drive strategic recommendations
  • Excellent verbal and written communication skills, with the ability to present confidently to senior executives and stakeholders
  • Ability to build strong relationships, with experience working cross-functionally with Sales, Product, and Support teams
  • Experience in fast-paced, dynamic start-up environment with changing priorities
  • Proven ability to work effectively within a team, sharing insights and supporting peers to achieve collective goals in a fast-paced

This is an in-office role at our beautiful offices in Soho, NYC.

We 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 $100K - $140K OTE plus equity. 

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