Customer Success Manager (Retail + CPG)

Join our team as a Customer Success Manager focused on the Retail and CPG vertical. In this hybrid role, you will own relationships with national retailers and consumer brands, driving measurable digital engagement and adoption across your portfolio.

Responsibilities

• You will proactively monitor account health, build recovery plans, and multi-thread across client teams to build relationships with executives and senior stakeholders.
• You will also partner with our team and print partners to ensure timely execution of codes and campaigns, and identify and close upsell opportunities.
• This role requires a strong understanding of shopper marketing, attribution, and analytics, as well as experience working with major retailers or CPG brands.
• Drive usage, adoption, renewal, and expansion to meet NRR targets across your portfolio.
• Proactively monitor health scores, flag at-risk signals, build recovery plans, and act before accounts slip.
• Multi-thread across client teams and build relationships with executives, budget holders, and senior stakeholders.
• Spot churn signals early and act. You've turned at-risk accounts into renewals and have the receipts
• Proven track record managing at-risk accounts, driving renewals, and hitting NRR or retention targets
• Plan around the retail calendar: seasonal resets, holiday, back to school, product launches, and packaging and print production timelines
• Have experience coordinating platform migrations or complex onboarding alongside implementation teams
• Build trust across retail and CPG orgs: brand, shopper marketing, packaging, digital, ecommerce, loyalty, insights, and operations teams

Strong understanding of shopper marketing, attribution, and analytics

• 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

Requirements

• 3+ years in CSM, Account Management, Partnerships, or similar client-facing roles
• Can synthesize complex client challenges into clear executive narratives and recommendations
• Experience using CRM and CS platforms like HubSpot; health score tooling experience is a major plus
• Clear, concise communicator, comfortable presenting to senior stakeholders and comfortable pushing back when needed
• 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
• Move fast on account challenges. You are highly proactive, resourceful, and sharp under pressure
• 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
• Are comfortable in HubSpot (or can ramp fast) and use systems to scale client engagement
• Experience managing multi-brand or multi-stakeholder enterprise accounts
• Can confidently connect Flowcode to retail and CPG KPIs: first-party data capture, conversion, sales lift, loyalty sign-ups, repeat purchase, and campaign attribution
• Ability to operate independently and deliver in a fast-paced, high-growth startup

Preferred

• Exposure to platform migrations or complex product transitions for enterprise clients is a plus
• Experience working with major retailers (Walmart, Home Depot, Target, or similar) strongly preferred, or a CPG background working with brands like Kraft Heinz, AB InBev, or similar
• Understand the retail and CPG ecosystem: shopper marketing, packaging, in-store and point of sale, retail media networks, trade marketing, loyalty, and ecommerce

Pay

USD 100,000 - 115,000