[Remote] Mid Market Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Company Overview