Customer Success Manager (SMB)

Conveyor is a fast-growing SaaS company that specializes in automating trust workflows for security teams. They are seeking an SMB Customer Success Manager to support onboarding, adoption, and retention of their customer base, helping customers quickly become proficient with Conveyor's product.

Responsibilities:

• Customer Onboarding & Training
• Support new SMB customers through a structured onboarding process using webinars, onboarding checklists, and self-serve resources
• Help customers get fully live and using Conveyor within their first 30 days
• Assist with basic configuration and setup questions asked via existing Support Channels
• Work cross-functionally with Leadership, Sales, Product, Engineering, and Marketing to track onboarding progress and deliver a great customer experience
• Scaled Enablement
• Run weekly onboarding and enablement sessions across the customer base
• Optimize onboarding playbooks to guide customers through common use cases and outcomes
• Share feedback and recurring questions to help improve documentation and training materials
• Customer Support
• Respond to inbound support tickets and emails from SMB customers
• Use internal tools and AI-powered support resources to troubleshoot common issues
• Escalate product bugs and technical questions to Engineering and Product Teams
• Ensure customers receive timely updates and clear next steps on all open issues
• Renewals & Retention Support
• Assist with renewal outreach and execution for select customers
• Monitor customer health and usage signals to detect potential risks
• Build action plans to get customers on track for renewal and expansion
• Learning & Growth
• Build deep knowledge of Conveyor’s product, customers, and use cases
• Refine CS processes and keep customer records up to date in our tools (Salesforce, Slack, Pylon, etc)
• Learn how to identify expansion signals and CS-qualified leads over time

Requirements:

• 2-3 years of experience in Customer Success, Support, Account Management, or a customer-facing role
• Strong written and verbal communication skills
• Organized and detail-oriented, with the ability to manage many tasks at once
• Comfortable learning new software and explaining concepts clearly
• Curious, coachable, and open to feedback
• Enjoys helping customers and solving problems
• Experience in SaaS, B2B software, or a startup environment
• Experience working with tickets, help desks, or customer-facing tools
• Interest in building a career in Customer Success