Customer Success Manager, Sports

Flowcode is the leading offline-to-online conversion platform, helping the world's biggest brands drive direct connections with their audiences. The company combines data-driven design with next-gen QR tech to power instant, privacy-compliant engagement at scale. This role is based in Soho, New York City and is expected to be in office at least 4 days a week. The Customer Success Manager, Sports + Entertainment will focus on the sports and entertainment vertical, supporting clients such as TKO, NHL, NBA, NFL, and Premier League. The role owns relationships with leagues, teams, properties, venues, and live event organizers, driving adoption, attribution, and expansion. It is a hybrid role that blends technical fluency with commercial instincts and a focus on delivering measurable outcomes. The current range for this role is $100-$115k OTE plus equity. Starting pay will be determined based on the role, job-related skills, experience, qualifications, work location, and market conditions.

Responsibilities

Own NRR targets across portfolio: drive usage, adoption, renewal, and expansion; Health score monitoring: proactively flag at-risk signals, build recovery plans, and move before accounts slip; Executive engagement, strategic QBRs, event and season reviews: multi-thread across client teams and build relationships with executives and budget holders; Risk mitigation and problem-solving: turn insights into action fast; Live activation readiness: partner with the 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; Platform migration coordination: manage client-side timelines, expectations, and cross-functional dependencies alongside the 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; Understanding of the sports business ecosystem: fan engagement, ticketing, sponsorship and partnerships, broadcast, in-venue, and merch; Ability to navigate sports org structures from individual marketing or digital champions to budget owners in partnerships, ticketing, or revenue; Ability to connect the platform to sports KPIs: fan data capture, sponsor activation value, ticket and merch conversion, in-venue and broadcast engagement; Ability to plan around seasons, tentpole events, PPVs, and off-season; Track record of spotting churn signals early and turning at-risk accounts into renewals; Proactive, resourceful, and sharp under pressure, including on live event days; Ability to synthesize complex client challenges into clear executive narratives and recommendations; Experience coordinating platform migrations or complex onboarding alongside implementation teams; Comfortable in HubSpot (or can ramp fast); 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 pushing back when needed; Ability to operate independently in a fast-paced, high-growth startup; Flexibility to support occasional nights and weekends around key live events

Nice to have

Experience in the sports industry or managing sports clients; Exposure to platform migrations or complex product transitions for enterprise clients; Health score tooling experience

Benefits

Equity