Scaled Customer Success Manager

2 months 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.

Key Responsibilities:

  • Strategic Scaling: Manage onboarding and renewal processes (including business reviews) for SMB to Mid-Market clients, optimizing time to value through scalable strategies, including digital content and automated tools. This includes producing and delivering both web-based and in-person training sessions.
  • Engagement Optimization: Drive customer adoption and deepen engagement by leveraging a robust understanding of mid-market needs and developing system-based solutions in addition to relationship-driven tactics.
  • Resource Management: Create and maintain self-service documentation and video-based training materials to enhance customer independence and satisfaction.
  • Collaborative Integration: Collaborate with Sales, Product, Engineering, and Design teams to align our product roadmap and operations with mid-market customer requirements.
  • Customer Advocacy: Act as the voice of the customer internally, ensuring that feedback informs our product development and service strategies.
  • Data Analysis: Monitor and report on customer health metrics and feedback to inform business strategies.
  • Revenue Generation: Own and achieve monthly expansion goals, upsell targets, and renewal forecasts within the mid-market segment.
  • Process Innovation: Collaborate with Ops to develop and refine Customer Success processes, contributing to the scalability and effectiveness of the function at Flowcode.
You're the perfect fit for this role if:
  • Proven Experience: Demonstrates a strong understanding of mid-market dynamics in a SaaS environment, with 3-5 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 (HubSpot preferred), and adept at managing multiple stakeholder needs simultaneously.
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)
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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