[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.ResponsibilitiesLead onboarding for mid-market and enterprise customers, ensuring successful implementation and activation of core workflows within the first 30 daysDefine key outcomes, success criteria and onboarding milestones with customer stakeholdersProactively identify and remove blockers to keep onboarding on trackEnsure customers are fully enabled to adopt Conveyor into their daily workflowsDrive adoption of Conveyor’s core and new features across assigned accountsDeliver tailored enablement and training based on customer use cases and maturityIdentify low adoption signals and proactively engage customers to increase usageHelp customers expand their use of Conveyor by introducing new features and workflowsOwn customer health and retention across your portfolioProactively identify and mitigate churn risks using usage data and engagement signalsLead regular check-ins and strategic business reviews with customer stakeholdersEnsure customers consistently realize value and are well-positioned for renewalServe as the primary point of contact for assigned accountsRespond to or triage customer questions and issues in a timely mannerEnsure customers receive clear communication, updates, and next steps for issues raised, bugs, etcDeliver a high-quality, consistent customer experience across all interactionsSurface patterns in customer feedback, onboarding friction, and product gapsPartner with Product, Engineering, and Design to improve the customer experienceContribute to improving onboarding playbooks, enablement resources, and CS processesManage a portfolio of accounts effectively while maintaining high-quality engagementUse internal tools and AI-powered workflows to improve efficiency and scaleContribute to ongoing improvements in how the CS team operates and supports customersSkills3–5+ years of experience in Customer Success, Account Management, or a similar customer-facing roleExperience managing mid-market or enterprise customer relationshipsProven ability to drive onboarding, product adoption, and customer retentionStrong communication and relationship-building skills across multiple stakeholdersAbility to manage multiple accounts and priorities effectivelyComfortable working autonomously and problem solving with limited direct oversight from your direct managerAble to work cross-functionally with Product, Engineering, and SalesData-driven mindset with the ability to identify risks and opportunitiesExperience in SaaS, B2B software, or a startup environmentExperience supporting technical or workflow-driven productsFamiliarity with current tech stack (Salesforce, Gong, Looker, Loom, Slack, Zoom, Claude, ChatGPT, etc)Experience using AI tools to improve workflows or efficiencyCompany OverviewConveyor is a SaaS platform helping companies speed through their customer security reviews (with a little help from AI) It was founded in 2021, and is headquartered in San Francisco, California, USA, with a workforce of 11-50 employees. Its website is https://www.conveyor.com.