Customer Success Manager - SF at Conveo

WHAT WE ARE BUILDING AT CONVEO Conveo is the AI research platform enabling fast, affordable, and high-quality consumer / B2B research. Global brands like Unilever, Google, and Orange use our AI video interviewer to generate insights across marketing and product teams. #1 WHAT PROBLEM ARE WE SOLVING, AND WHY IS THIS AN IMPORTANT PROBLEM TO SOLVE The current/traditional research methods companies rely on are slow, expensive, and superficial. Running great research also requires expertise, which is a blocker to many companies. That directly affects how well companies understand their customers and how well they can serve them. #2 THE TEAM YOU WILL JOIN You will join an extremely talented team of incredibly passionate, high-energy people. We go the extra mile while having the best time of our lives. Our team has the combination of decades of market research knowledge, incredible engineering ability, and experience building companies. #3 HOW WE OPERATE - We truly care about our clients and the problem we solve. That means we humbly go the extra mile every time. - We work hard, and we have fun. - To keep our quality bar incredibly high, we want to execute with the smallest possible team. THE ROLE As Customer Success at Conveo, you will own long-term partnerships with researchers, marketers, and product leaders at global Fortune 500 companies. Your goal is to ensure customers get real, measurable value from Conveo quickly and continue to expand how they use it over time. You will sit at the intersection of research, product, and commercial outcomes, acting as both a trusted advisor and a hands-on operator. This is not a support role. You will shape pilots, influence renewals, drive expansion, and represent the customer internally. 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. WHAT WE ARE LOOKING FOR NON NEGOTIABLES - 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. MINDSET - 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. WHY JOIN US At Conveo, you’ll join a team that genuinely enjoys working and spending time together. We care about building real relationships, not just great products. That’s why we run quarterly team off-sites where we disconnect, reset, and have fun. Our next one is a retreat in the Alps this March. PLUS - Own attention for a hyper-growth, YC-backed AI company. - Direct access to founders and high-leverage operators. - Help define how AI-powered research becomes the global default. - Competitive compensation with meaningful equity upside. - A culture built on taste, speed, ownership, and ambition. - Opportunities to travel globally and build real relationships with customers shaping the future.