Customer Success Manager, Retail + CPG

Location: Soho, New York City; hybrid schedule with at least 4 days per week in the office and regular on-site client and event presence.

Salary: $100,000–$115,000 OTE plus equity.

Company

hirify.global is an offline-to-online conversion platform using data-driven design and QR technology to help major brands create privacy-compliant audience engagement.

What you will do

• Own NRR, usage, adoption, renewal, and expansion targets across a portfolio of retail and CPG accounts.
• Manage executive engagement, strategic QBRs, campaign reviews, and relationships across brand, shopper marketing, packaging, digital, ecommerce, loyalty, insights, and operations teams.
• Monitor health scores, identify churn signals, build recovery plans, and resolve account challenges proactively.
• Coordinate campaign and packaging readiness with internal teams and print partners so codes, Hubs, and FlowURLs are built, tested, and live on time.
• Manage client-side timelines, expectations, and dependencies for platform migrations and complex onboardings alongside implementation teams.
• Identify and close expansion opportunities across new brands, business units, SKUs, packaging runs, campaigns, and retail programs in partnership with Sales, Product, and GTM.

Requirements

• 3+ years of experience in customer success, account management, partnerships, or similar client-facing roles.
• Experience working with major retailers such as Walmart, Home Depot, or Target, or with CPG brands such as Kraft Heinz or AB InBev.
• Proven success managing at-risk accounts, driving renewals, and achieving NRR or retention targets.
• Experience managing multi-brand or multi-stakeholder enterprise accounts.
• Strong understanding of shopper marketing, attribution, analytics, retail and CPG organizational structures, and related KPIs including first-party data capture, conversion, sales lift, loyalty sign-ups, repeat purchase, and campaign attribution.
• Experience using CRM and customer success platforms such as HubSpot.
• Clear, concise communication skills, including presenting to senior stakeholders and pushing back when needed.
• Ability to operate independently in a fast-paced, high-growth startup.

Nice to have

• Experience coordinating platform migrations or complex product transitions for enterprise clients.
• Health score tooling experience.
• Experience working with retail calendars, seasonal resets, holidays, back-to-school periods, product launches, and packaging or print production timelines.

Culture & Benefits

• Hybrid role with an expected minimum of four office days per week in New York City.
• Opportunity to work directly with national retailers and leading CPG brands.
• Equity included in the compensation package.
• Fast-paced, high-growth startup environment with cross-functional work across Sales, Product, GTM, implementation, and print partners.