Customer Success Manager, Retail + CPG
About this role
Customer Success Manager, Retail + CPG
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: Customer Success Manager, Retail + CPG
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