Customer Success Manager

Customer Success Manager | Media + Agency Flowcode This role is based in Soho, New York City and expected to be in office 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 media) trust Flowcode to turn physical moments into digital actions, fast. The Role: Media + Agency Customer Success Manager We'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 you: Have 4-8 years in client success, partnerships, or strategy at a media company, network, or agency Understand the media and advertising ecosystem – broadcast, digital, ad ops, martech, measurement Know 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 fast Can confidently connect Flowcode to media KPIs: attribution, engagement, tune-in, reach 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 campaign use cases, cross-functional champions, budget pockets Build trust across agency and media orgs: programming, marketing, ad sales, data teams, and operations 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: to 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. 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. 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. Requirements: 4-8 years in media-focused CSM, Account Management, or similar roles Proven track record managing at-risk accounts, driving renewals, and hitting NRR targets Proven success working with media brands, ideally in TV or digital broadcast environments Experience managing platform migrations or complex product transitions for enterprise clients Strong understanding of attribution, analytics, and media KPIs Experience using CRM and CS platforms like HubSpot and health score tooling experience is a major plus Clear, concise communicator, comfortable presenting to senior stakeholders and comfortable pushing back whe…