Mid Market Customer Success Manager

Conveyor is a fast-growing SaaS company that specializes in Customer Trust AI automation. They are seeking a Mid Market Customer Success Manager to manage onboarding, drive product adoption, and ensure customer retention for their mid-market and enterprise clients.

Responsibilities:

• Lead onboarding for mid-market and enterprise customers, ensuring successful implementation and activation of core workflows within the first 30 days
• Define key outcomes, success criteria and onboarding milestones with customer stakeholders
• Proactively identify and remove blockers to keep onboarding on track
• Ensure customers are fully enabled to adopt Conveyor into their daily workflows
• Drive adoption of Conveyor’s core and new features across assigned accounts
• Deliver tailored enablement and training based on customer use cases and maturity
• Identify low adoption signals and proactively engage customers to increase usage
• Help customers expand their use of Conveyor by introducing new features and workflows
• Own customer health and retention across your portfolio
• Proactively identify and mitigate churn risks using usage data and engagement signals
• Lead regular check-ins and strategic business reviews with customer stakeholders
• Ensure customers consistently realize value and are well-positioned for renewal
• Serve as the primary point of contact for assigned accounts
• Respond to or triage customer questions and issues in a timely manner
• Ensure customers receive clear communication, updates, and next steps for issues raised, bugs, etc
• Deliver a high-quality, consistent customer experience across all interactions
• Surface patterns in customer feedback, onboarding friction, and product gaps
• Partner with Product, Engineering, and Design to improve the customer experience
• Contribute to improving onboarding playbooks, enablement resources, and CS processes
• Manage a portfolio of accounts effectively while maintaining high-quality engagement
• Use internal tools and AI-powered workflows to improve efficiency and scale
• Contribute to ongoing improvements in how the CS team operates and supports customers

Requirements:

• 3–5+ years of experience in Customer Success, Account Management, or a similar customer-facing role
• Experience managing mid-market or enterprise customer relationships
• Proven ability to drive onboarding, product adoption, and customer retention
• Strong communication and relationship-building skills across multiple stakeholders
• Ability to manage multiple accounts and priorities effectively
• Comfortable working autonomously and problem solving with limited direct oversight from your direct manager
• Able to work cross-functionally with Product, Engineering, and Sales
• Data-driven mindset with the ability to identify risks and opportunities
• Experience in SaaS, B2B software, or a startup environment
• Experience supporting technical or workflow-driven products
• Familiarity with current tech stack (Salesforce, Gong, Looker, Loom, Slack, Zoom, Claude, ChatGPT, etc)
• Experience using AI tools to improve workflows or efficiency