Scaled Customer Success Lead, Flowcode
$75-125k
OTE
+Equity
3-4 days a week in office (Soho, NY)
QR code generator platform
Open for applications
QR code generator platform
101-200 employees
Open for applications
$75-125k
OTE
+Equity
3-4 days a week in office (Soho, NY)
101-200 employees
Company mission
To change how we interact with the world around us.
Role
Who you are
- 3-5 years of experience in Customer Success, Account Management, or a similar client-facing role, within a SaaS environment
- 2-3+ years experience in a Lead or similar role
- Proven track record of managing scaled accounts or working within a digital customer success model
- Familiarity with customer success software, CRM platforms and CS tools
- Strong analytical skills with the ability to interpret customer data and segment accounts effectively
- Excellent communication skills with experience in content creation, particularly for digital or automated customer touchpoints
- Proven ability to work effectively within a team, sharing insights and supporting peers to achieve collective goals
- Experience in fast-paced, dynamic start-up environment with changing priorities
What the job involves
- As a Scaled Customer Success Lead, you will be responsible for driving customer adoption, engagement, and satisfaction at scale, often leveraging automation, digital touchpoints, and structured programs
- The Scaled CSM Lead will collaborate cross-functionally with Sales, Product, Marketing and Support teams to ensure customers’ long-term success
- Develop and execute scalable customer engagement strategies, including automated check-ins, product tips, and digital resources
- Manage a large volume of accounts by utilizing technology to automate the customer journey, increase adoption and drive customer satisfaction
- Build a structured, repeatable onboarding program that enables scaled customers to get started quickly and efficiently
- Create self-service resources such as knowledge bases, video tutorials, and community forums to support product adoption
- Coordinate with Product and Marketing to develop content that addresses common adoption barriers for scaled customers
- Collect and analyze customer feedback to advocate for product improvements and new features that cater to the needs of scaled accounts
- Track key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), churn rate, and expansion revenue within the scaled segment
- Use analytics to segment accounts based on engagement, adoption, and growth potential to provide a targeted, data-driven approach
- Implement A/B testing for engagement tactics to optimize automated touchpoints and customer communications
- Work closely with Sales to identify expansion opportunities and upsell within scaled accounts
- Partner with Product and Support to ensure customer issues are resolved effectively and provide concise customer feedback to inform product roadmap
- Collaborate with Marketing to create campaigns, webinars, and content specifically tailored for the scaled customer segment
Our take
QR codes, which have been widely used in many Asian countries for years, have more recently catapulted into the day-to-day lives of consumers globally. New York-based Flowcode has been swift to capitalise on this hugely lucrative space in the US market, with a reimagined take that offers more attractive, brand-customized options.
The usefulness of QR codes across a huge spread of sectors means they are unlikely to make an exit anytime soon, and Flowcode has carved a strong reputation for itself as consumers begin to demand a higher quality QR experience. The company works with corporate brands, restaurants, small businesses, and celebrities, including the likes of Jennifer Lopez, Bentley Motors, GoDaddy, and Warner Media.
Recently the company has introduced an upgraded platform, highlighting its commitment to innovation with new features like real-time analytics, geo-location data, and cross-screen attributes. Setting a new standard for QR code technology, enabling brands ot gain deeper insights and refine their marketing strateiges.
Steph
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Funding (1 round)
May 2020
$30m
SEED
Total funding: $30m
Company benefits
- Employee Stock Options
- Unlimited Vacation
- Paid Health Benefits
- Lunch stipend & office snacks
- Happy hours & team dinner
- Custom swag
- Parental Leave
- Team offsites
- Diverse Managers
Company HQ
SoHo, New York, NY
Leadership
Tim Armstrong
(CEO)Previously CEO and Chairman at AOL, as well as having worked at Google and snowball.
Salary benchmarks
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