Customer Success Manager

2 weeks ago

New York, United States Flowcode Full time

Flowcode is the offline to online conversion platform, frictionlessly converting fans to brands. Privacy-compliant, ultra-fast, and designed with intention, Flowcode is the number one trusted QR and Offline to Online conversion platform. Founded by the former CEO of AOL and President of Google Americas, we are a team of experienced executives, startup founders, engineers, scientists, artists, and designers - who are all consumer, customer, and data-obsessed.

As Customer Success Manager, you will be responsible for the entire client lifecycle, serving as the primary point of contact for our clients and serving as the voice of the customer to our internal teams. You will conduct the client onboarding experience, drive adoption of the Flowcode platform, ensure programs and campaigns are being executed effectively in accordance with best practices, and empower customers to achieve their goals. By being an expert on the Flowcode platform, you are able to provide a unique level of consultation to our customers to ensure success. The Customer Success Manager will also play an integral role in revenue generating activities via renewals and upsell opportunities. You will work with cross-functional teams including Sales, Product, Engineering & Design to ensure the needs of our customers are front and center in our product roadmap and business operations.

You're the perfect fit for this role if:

  • You are customer obsessed and data-centric
  • You have 3 - 5 years experience in a customer/client facing role at a product-led growth organization (enterprise and consumer SaaS preferred)
  • You are passionate about driving success for your customers by deeply understanding their needs and pain points and relentlessly driving towards solutions
  • You thrive in a fast paced, dynamic environment and are highly proactive and adaptable
  • You are an extremely strong communicator (both written and verbal)
  • You are passionate about delivering innovative products and solutions to customers
Additional skills and experience:
  • A strong educational background and track record of relationship management
  • Unmatched organizational and prioritization skills across multiple projects
  • A high standard of excellence, attention to detail, and commitment to quality
  • A high level of comfort connecting with and speaking to new people
  • Determination, results-orientation, and a high "motor" that drives you to succeed
  • Experience seeking out and leveraging feedback to improve processes on a regular, recurring basis
  • An interest in the Flowcode product and suite of offerings
  • Exposure to and familiarity with CRM tools (HubSpot preferred)
Your responsibilities:
  • Increasing customer retention and expansion and reducing the time required to onboard new partners
  • Engaging newly launched customers as well as prospective customers to ensure product adoption and continued usage
  • Supporting our clients' marketing and operations teams, understanding their priorities and objectives and translating into actionable plans
  • Testing new processes, playbooks and programming strategies that best support customer goals
  • Tracking and reporting on the results of these processes internally, specifically within the sales and product teams
  • Providing hands on support and training resources to customers, encouraging their self sufficiency in the platform
  • Maintaining and improving correspondence with brands, soliciting and responding to feedback, and finding ways to tailor and improve the partnership, including sharing data and creative updates
  • Deftly navigating organizations and personalities to achieve results effectively
  • Communicating and evangelizing the Flowcode value proposition effectively to a variety of audiences
  • Leveraging strong analytical and project management skills to drive process and overall excellence
  • Maintaining robust records and updates in our CRM
Why Join Us:
  • A competitive compensation package with equity and bonus potential.
  • The chance to shape the future of a high-impact company that's already changing the game.
  • A dynamic, collaborative work environment in the heart of NYC.
  • The opportunity to work with a talented, passionate team that's always pushing the boundaries in an environment of continuous testing and learning.

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

Note: 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 $70K - 115K OTE plus equity.

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