Customer Success Manager

Join our team as a Customer Success Manager focused on the media and agency vertical. You will be responsible for managing relationships with national broadcasters, TV networks, media groups, and agencies, driving adoption, attribution, and expansion. This hybrid role requires technical fluency, commercial instincts, and a relentless focus on delivering measurable outcomes. You will monitor health scores, engage with executives, mitigate risks, influence cross-functional teams, coordinate platform migrations, identify upsell opportunities, and align workflows with media buying cycles. Benefits include unlimited vacation, employee stock options, paid health benefits, and more.

• Establish and maintain strong relationships with national broadcasters, TV networks, media groups, and agencies to drive adoption, attribution, and expansion.
• Monitor health scores, proactively flag at-risk signals, build recovery plans, and take action to prevent account slippage.
• Collaborate cross-functionally with Sales, Product, and GTM teams to unlock product growth and services opportunities, driving revenue.
• Take ownership of your accounts and beyond to improve systems, processes, or team performance
• Can synthesize complex client challenges into clear executive narratives and recommendations
• Have 4-8 years in client success, partnerships, or strategy at a media company, network, or agency
• Spot churn signals early and act - you've turned at-risk accounts into renewals and have the receipts
• Move fast on account challenges. You are highly proactive, resourceful, and sharp under pressure
• Understand the media and advertising ecosystem – broadcast, digital, ad ops, martech, measurement
• Can confidently connect Flowcode to media KPIs: attribution, engagement, tune-in, reach
• Build trust across agency and media orgs: programming, marketing, ad sales, data teams, and operations
• Have experience coordinating platform migrations or complex onboarding alongside implementation teams
• Know how to uncover expansion with new campaign use cases, cross-functional champions, budget pockets
• Know the ICP and executive org maps at the top holding companies like Comcast, Disney, Warner Bros. Discovery, Paramount, Fox and can navigate from an individual champion to the right budget owner fast
• Are comfortable in Hubspot (or can ramp fast) and use systems to scale client engagement
• Proven success working with media brands, ideally in TV or digital broadcast environments
• Ability to operate independently and deliver in a fast-paced, high-growth startup
• Experience managing platform migrations or complex product transitions for enterprise clients
• Proven track record managing at-risk accounts, driving renewals, and hitting NRR targets
• Strong understanding of attribution, analytics, and media KPIs
• 4-8 years in media-focused CSM, Account Management, or similar roles
• Experience using CRM and CS platforms like HubSpot and health score tooling experience is a major plus
• Clear, concise communicator, comfortable presenting to senior stakeholders and comfortable pushing back when needed