Customer Success Manager

Conveo is an AI research platform that helps global brands generate insights through innovative research methods. The Customer Success Manager will own long-term partnerships with clients, ensuring they derive measurable value from Conveo's services and drive adoption and expansion within 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