Customer Success Manager, Conveyor

• 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

Desirable

• We’re growing our Customer Success Team and are looking for an Mid Market Customer Success Manager to support onboarding, adoption, and retention of our growing base of customers
• This is an ideal role for someone with 3-5 years of experience managing customer onboarding, retention and expansion motions who wants to have a hand at improving and scaling the current CS playbooks in a fast-paced environment
• Conveyor is a special place where you can accelerate your career in a close-knit, supportive team focused on delivering extraordinary outcomes for our customers
• As a Mid-Market Customer Success Manager at Conveyor, you will own a portfolio of mid-market and enterprise customers, guiding them through onboarding, driving adoption of core workflows, and ensuring long-term retention
• Your primary goal is to help customers successfully implement Conveyor, achieve meaningful product product adoption, and continuously realize value from the platform over time
• You will act as a trusted advisor to your customers, partnering closely with stakeholders to drive outcomes, identify risks early, and ensure successful renewals
• This role requires a balance of strategic thinking and operational execution—you’ll manage complex customer relationships while also contributing to scalable processes that improve the overall customer experience
• 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