Mid Market Customer Success Manager

Why Join Conveyor?

Hi, we’re Conveyor 👋, creators of the #1 Customer Trust AI automation platform.

Conveyor helps security teams answer security questionnaires faster by automating trust workflows. Fast-growing SaaS companies use Conveyor to move deals forward, reduce manual work, and build customer trust at scale.

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.

The top 3 1/2 reasons you should be interested in working at Conveyor:

1. You’ll be supporting customers in using a great product with a slam dunk AI use case that can help lean teams scale their business.
   

2. Everyone on the team is amazing at their jobs. We care deeply about psychological safety, and believe that the ability to take risks and exist in the learning zone is critical to our success. This also comes with high accountability, which isn’t for everyone. But, you have the potential to leave your mark and have an outsized impact on the direction and success of the company.
   

3. We’re highly transparent and collaborative. Giving constructive, thoughtful feedback and asking hard questions are highly encouraged! We come together to figure it out when times are hard, and to celebrate our wins.
   

Plus, we’ll even teach you how to saber a bottle of champagne

About the Role

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.

What You'll Do

Customer Onboarding & Time-to-Value

• 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
  

Product Adoption & Enablement

• 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

Customer Retention & Account Management

• 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

Customer Experience & Support

• 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
  

Voice of Customer & Cross-Functional Collaboration

• 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
  

Operational Excellence & Process Improvement`

• 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

What We’re Looking For

Experience & 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

Nice to Have

• 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

Job Location

This position is available in the United States and Canada.

We are a remote-first company so you’ll be working from home most of the time, traveling for in person sessions a few times a year.

Ready to join our team and have a tremendous impact? We’d love to hear from you. Also, we know it’s tough, but please try to avoid the ​​confidence gap​.​​ You don’t have to match all the listed requirements exactly to be considered for this role.