The Customer Success Manager will enhance client relationships in the media sector, driving adoption and expansion while managing account health and NRR targets. They will navigate complex media ecosystems and lead strategy to prevent churn and ensure renewals.
Customer Success Lead, Media
This role is based in Soho, New York City and expected to be in office 4 days a week.
Flowcode
Flowcode is the leading offline-to-online conversion platform, helping the world's biggest brands drive direct connections with their audiences. We combine data-driven design with next-gen QR tech to power instant, privacy-compliant engagement at scale. Over 75% of the Fortune 500 (including the top names in media) trust Flowcode to turn physical moments into digital actions, fast.
The Role: Customer Success Lead, Media
We're hiring a Customer Success Lead to run our media vertical, supporting clients like Disney, NBCU, and Paramount. This is a player/coach role. You will manage a team of 3 to 4 Customer Success Managers while owning a book of strategic accounts yourself. You'll partner with the Media Pod Lead to attack the target list across new and existing territory, and you will be the voice of the media pod to leadership and product, escalating the blockers that stand in the way of growth.
You'll thrive in this role if you:
- 7 - 10+ years total, including 5 years managing enterprise clients in media, working directly with Chief Marketing Officer, EVP / SVP / VP Marketing, VP Ad Sales Partnerships, or Chief Data Officer
- Experience leading or mentoring CSMs, with the appetite to keep managing strategic accounts yourself
- Understand the media ecosystem: broadcast, digital, ad ops, martech, measurement
- Proven track record building and maintaining org maps at complex enterprises (Disney, NBCU, Paramount), with the ability to move fluidly between day-to-day tactical contacts and senior strategic decision-makers
- Can confidently connect Flowcode to media KPIs: attribution, engagement, CPM, etc
- Spot churn signals early and act. You've turned at-risk accounts into renewals. You jump on problems
- Move fast on account challenges. You are highly proactive, resourceful, and sharp under pressure
- Can synthesize complex client challenges into clear executive narratives and recommendations
- Take ownership beyond your accounts to improve systems, processes, or team performance
- Know how to uncover expansion with new campaign use cases, cross-functional champions, budget pockets
- Build trust across media orgs: programming, marketing, ad sales, data teams, and operations
- Have experience coordinating platform migrations or complex onboarding alongside implementation teams
- Are comfortable in HubSpot CRM and use systems to scale client engagement
What You'll Own:
- Team leadership: manage, coach, and develop ~3 - 4 CSMs. Set the standard by carrying your own accounts alongside them.
- NRR targets across the pod portfolio and your personal book: drive usage, adoption, renewal, and expansion. You own the number.
- Pipeline partnership with the Media Pod Lead: build and attack the target list across new logos and existing territory.
- Voice of the media pod: represent the vertical to the leadership team and product team. Escalate blockers to growth and drive them to resolution.
- Managed service campaigns: build out a new business model for managed service delivery, including scope, pricing inputs, staffing model, and margin.
- Health score monitoring: proactively flag at-risk signals, build recovery plans, and move before accounts slip.
- Executive engagement, strategic QBRs, and campaign reviews: multi-thread across client teams and build relationships with executives, budget holders, and senior stakeholders.
- Risk mitigation and problem-solving: turn insights into action fast. You don't wait for escalation.
- Cross-functional influence: drive alignment across Sales, Product, and GTM to unlock product growth and services revenue.
- Expert builder: build rhythms that match media buying cycles, flight dates, and campaign refreshes.
- NYC presence: deepen media relationships by showing up on-site, at events, and as a strategic partner.
Requirements:
- 7 - 10 years in enterprise customer success, account management, or client partnerships, with at least 5 years in media
- 2+ years managing a team, or a documented player/coach stretch (pod lead, team lead, formal mentorship of 2 or more CSMs)
- Direct experience managing client relationships with CMOs and CDOs
- Proven track record managing at-risk accounts, driving renewals, and hitting NRR targets
- Proven success working with media brands, ideally in TV or digital broadcast environments
- Strong understanding of attribution, analytics, and media KPIs
- Experience monitoring and acting on health score data consistently
- Ability to operate independently and deliver in a fast-paced, high-growth startup
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 $130k-185k OTE plus equity.
Flowcode New York, New York, USA Office
We're based in the heart of Soho, where there is no shortage of creativity. From galleries to boutiques, trendy bars to some of the best restaurants in the city, our office fits right in. We are located in an industrial garage, converted from a metalworks factory into a collaborative work space.
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