Customer Success Manager

Conveo is an AI research platform that provides fast and affordable consumer and B2B research solutions. As a Customer Success Manager, you will own long-term partnerships with clients, ensuring they derive measurable value from Conveo's services while driving adoption and expansion across their organizations.

Responsibilities:

• Own customer outcomes end-to-end
• Lead customers from a signed deal or pilot through onboarding and early wins. Define success plans tied to measurable business impact and value. Run check-ins and QBRs that connect Conveo usage to real decisions. Identify risks early, including low usage, stakeholder churn, and unclear ownership, and act decisively
• Build strong relationships with key stakeholders across research, marketing, and product teams. Advise clients on how to get the most value from Conveo, pulling in research and product experts when needed. Spend meaningful time with clients in person to build trust and long-term relationships. Help clients shine internally with clear insights, narratives, and outcomes
• Design and lead high-quality pilots and rollouts that clearly demonstrate value. Guide best practices around recruitment, topic guides, and analysis workflows. Help customers scale from single team usage to multi-team and multi-market adoption. Develop a deep understanding of customer orgs, decision makers, and internal dynamics. Partner with Sales on renewals and upsells and shape expansion opportunities
• Turn customer feedback into clear themes and actionable input for Product, Engineering, and GTM. Surface friction that impacts retention and growth, and help prioritize fixes. Maintain clean customer context in CRM and internal tools. Build playbooks, templates, and documentation that make excellence repeatable rather than dependent on individual effort

Requirements:

• Two to seven years of experience in Customer Success, Consulting, Market Research, or similar roles
• Excellent communication skills, including active listening, clear writing, and a strong ability to influence decisions
• High energy, strong sense of ownership, and bias toward action in fast-moving environments
• Comfortable working with AI-driven products and translating technical concepts into simple narratives for non-technical stakeholders
• Truth first, not fluff first
• Opinionated, not generic
• Structured thinker but fast-moving executor
• Low ego, high standards
• Comfortable being early, iterating publicly, and improving fast
• Obsessed with leverage, including templates, systems, reuse, and speed