Scaled Customer Success Lead

3 weeks ago

New York, United States Flowcode Full time
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 specifically in the Sports, Media & Entertainment vertical. 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.

The Role

As a Scaled Customer Success Lead, you will be responsible for driving customer adoption, engagement, and satisfaction at scale, often leveraging automation, digital touchpoints, and structured programs. The Scaled CSM Lead will collaborate cross-functionally with Sales, Product, Marketing and Support teams to ensure customers' long-term success.
Responsibilities
  • Develop and execute scalable customer engagement strategies, including automated check-ins, product tips, and digital resources
  • Manage a large volume of accounts by utilizing technology to automate the customer journey, increase adoption and drive customer satisfaction
  • Build a structured, repeatable onboarding program that enables scaled customers to get started quickly and efficiently
  • Create self-service resources such as knowledge bases, video tutorials, and community forums to support product adoption
  • Coordinate with Product and Marketing to develop content that addresses common adoption barriers for scaled customers
  • Collect and analyze customer feedback to advocate for product improvements and new features that cater to the needs of scaled accounts
  • Track key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), churn rate, and expansion revenue within the scaled segment
  • Use analytics to segment accounts based on engagement, adoption, and growth potential to provide a targeted, data-driven approach
  • Implement A/B testing for engagement tactics to optimize automated touchpoints and customer communications
  • Work closely with Sales to identify expansion opportunities and upsell within scaled accounts
  • Partner with Product and Support to ensure customer issues are resolved effectively and provide concise customer feedback to inform product roadmap
  • Collaborate with Marketing to create campaigns, webinars, and content specifically tailored for the scaled customer segment
Qualifications
  • 5-8 years of experience in Customer Success, Account Management, or a similar client-facing role, within a SaaS environment
  • 2-3+ years experience in a Lead Team or similar role
  • Proven track record of managing scaled accounts or working within a digital customer success model
  • Familiarity with customer success software and CRM platforms and CS tools
  • Strong analytical skills with the ability to interpret customer data and segment accounts effectively
  • Excellent communication skills with experience in content creation, particularly for digital or automated customer touchpoints
  • Proven ability to work effectively within a team, sharing insights and supporting peers to achieve collective goals
  • Experience in fast-paced, dynamic start-up environment with changing priorities

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 $100-140K OTE plus equity.

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