Customer Success Manager

The Role

You will sit at the intersection of research, product, and commercial outcomes, acting as both a trusted advisor and a hands-on operator.

Your Mission

• 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.
• Be the client's trusted partner
• 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.
• Drive adoption, retention, and expansion
• 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.
• Represent the customer and scale what works
• 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.