Enterprise Customer Success Manager

2 months ago

New York, United States Flowcode Full time

Flowcode is the offline to online company, building direct connections for brands and consumers. By unifying data-driven design with the latest in conversion technology, Flowcode enables contactless connection with speed, security and ease. Privacy compliant, ultra-fast scanning, and designed with intention, Flowcode is the number one trusted QR provider. Our new platform, Flowcode 2, creates a seamless experience to more deeply connect with audiences while tracking real-time analytics. Our tech allows consumers and creators to connect the real world to the digital world instantly and magically. Flowcode is currently used by more than 60% of the Fortune 500.

Founded by the former CEO of AOL and President of Google Americas, we are a team of large company executives, startup founders, engineers, scientists, artists, and designers - who are all 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, and empower teams to fulfill their goals. By being an expert of the Flowcode platform, you are able to provide a unique level of consultation and inspiration to our customers. The Customer Success Manager will play an integral role in renewals and upsell opportunities. Client Success Managers will work cross-functionally with Sales, Product, and Design to accelerate growth and support client needs.

If you are passionate about technology and looking for a new challenge in a dynamic, fast-paced environment, then we would love to hear from you.

Key Responsibilities:

  • Increasing customer retention and reducing the time required to onboard new partners
  • Engaging newly launched customers as well as prospective customers to ensure adoption and continued usage
  • Supporting our clients' marketing, data, and operations teams by translating their priorities and objectives into actionable plans
  • Testing new processes, playbooks, and programming strategies that best support customer goals
  • 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
  • Communicating the Flowcode value proposition effectively to influence a variety of audiences
  • Leveraging strong analytical and project management skills to drive process and overall excellence
  • Maintaining robust records in our CRM to track and report on the results of these processes internally
You're the perfect fit for this role if:
  • Proven Experience: Demonstrates a strong understanding of enterprise dynamics in a SaaS environment, with 2-3 years of experience in customer success roles at product-led, growth-focused organizations.
  • Systems Expertise: Using systematic approaches to solve problems and scale customer interactions.
  • Data Oriented: Exhibits a data-centric approach, with a focus on scaling customer success operations through systems and processes.
  • Adaptive: Thrives in a dynamic, fast-paced environment; adaptable and proactive in generating solutions.
  • Strong Communication Skills: Exceptional communication skills, both written and verbal, with the ability to effectively convey the Flowcode value proposition across diverse audiences.
  • Technical Acumen: Familiarity with CRM tools and adept at managing multiple stakeholder needs simultaneously.
What we're looking for:
  • A strong educational background and track record of relationship management
  • 2-3 years in a customer/client facing role at a product-led growth organization (enterprise SaaS preferred)
  • Unmatched organizational and prioritization skills across multiple projects
  • A high standard of excellence, attention to detail, and commitment to quality
  • Top-notch written and verbal communication skills, and 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)
  • Knowledge of the media industry and performance advertising (conversions, pixels, conversion APIs)
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 $100K - $115K OTE plus equity.

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