Customer Success Manager, Sports

Customer Success Manager, Sports + Entertainment

This role is based in Soho, New York City and expected to be in office at least 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 sports and entertainment) trust Flowcode to turn physical moments into digital actions, fast.

The Role: Customer Success Manager, Sports + Entertainment

We're hiring a CSM focused on our sports and entertainment vertical, supporting clients like TKO, NHL, NBA, NFL, Premier League, and more. You'll own relationships with leagues, teams, properties, venues, and live event organizers, driving adoption, attribution, and expansion. This is a hybrid role that blends technical fluency with commercial instincts and a relentless focus on delivering measurable outcomes.

You'll thrive in this role if you:

• Have 2-3+ years in customer success, account management, or partnerships, ideally at a league, team, sports property, or with a book of sports clients
• Understand the sports business ecosystem: fan engagement, ticketing, sponsorship and partnerships, broadcast, in-venue, and merch
• Know how sports orgs are structured and can navigate from an individual champion in marketing or digital to the right budget owner in partnerships, ticketing, or revenue fast
• Can confidently connect Flowcode to sports KPIs: fan data capture, sponsor activation value, ticket and merch conversion, in-venue and broadcast engagement
• Plan around the calendar: seasons, tentpole events, PPVs, and off-season, and know how to keep accounts engaged when games aren't on
• 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, including on live event days
• Can synthesize complex client challenges into clear executive narratives and recommendations
• Take ownership of your accounts and beyond to improve systems, processes, or team performance
• Know how to uncover expansion with new activation use cases, sponsor integrations, sister properties, and budget pockets
• Build trust across sports orgs: marketing, digital, partnerships, ticketing, broadcast, event ops, and data teams
• Have experience coordinating platform migrations or complex onboarding alongside implementation teams
• Are comfortable in HubSpot (or can ramp fast) and use systems to scale client engagement

What You'll Own:

• NRR targets across your portfolio: drive usage, adoption, renewal, and expansion. You own the number of your portfolio.
• Health score monitoring: proactively flag at-risk signals, build recovery plans, and move before accounts slip, with seasonality factored in.
• Executive engagement, Strategic QBRs, Event and Season 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.
• Live activation readiness: partner with our team to make sure codes, Hubs, and FlowURLs perform on game day, fight night, and event day.
• Cross-functional influence: drive alignment across Sales, Product, and GTM to unlock product growth and services opportunities to drive revenue.
• Platform migration coordination: manage client-side timelines, expectations, and cross-functional dependencies alongside our implementation team.
• Sales partnership: identify and close upsell opportunities, including new properties, sponsors, and events.
• Workflow alignment: build rhythms that match season calendars, event schedules, sponsor deliverables, and renewal cycles.
• NYC presence: deepen sports relationships by showing up on-site, at live events, and as a strategic partner.

Requirements:

• 2-3+ years in CSM, Account Management, Partnerships, or similar client-facing roles
• Experience in the sports industry or managing sports clients strongly preferred
• Proven track record managing at-risk accounts, driving renewals, and hitting NRR or retention targets
• Experience supporting live events or time-sensitive activations
• Exposure to platform migrations or complex product transitions for enterprise clients is a plus
• Strong understanding of fan engagement, attribution, and analytics
• 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
• Ability to operate independently and deliver in a fast-paced, high-growth startup
• Flexibility to support occasional nights and weekends around key live events

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 $100-$115k OTE plus equity.