Customer Success Manager

Customer Success Manager

About Us: We're a small team on a mission to help non-technical teams reliably delegate their repetitive work to AI teammates. We already have dozens paying customers, including recognizable logos like Netflix, NBC Universal, Dow Jones, Fanatics, iHeartRadio, Pinterest, and LG, and are growing at an exciting clip. We're looking for a dynamic, customer-focused individual to join us. Convey raised a $38M Series A from Andreessen Horowitz, and is backed by top VCs like Khosla Ventures, PearVC, SVAngel, and more. This role is perfect for someone with strong customer-facing experience who is eager to roll up their sleeves, take ownership, and grow into a key leader as we scale.

The Role Our second dedicated CS hire. You'll own the post-sales relationship across 20+ enterprise accounts, drive expansion, and build the systems that scale our customer success function from the ground up.

What You'll Do

• Own customer relationships end-to-end — from onboarding through expansion
• Act as an embedded “AI consultant,” identifying new automation opportunities within accounts and collaborating closely with executive leadership at the customer to plan and operationalize tangible impact.
• Build repeatable onboarding and ongoing project management processes, success metrics, and QBR frameworks
• Partner with our solutions engineer on implementations and enterprise IT/compliance coordination, as well as our product team to close the loop on learnings and improve the product.
• Drive both top-down (executive ROI) and bottom-up (user adoption) success motions
• Quantify and communicate customer impact systematically across the portfolio

What We're Looking For

• Enterprise CS or account management experience with $100K+ ACV accounts
• Builder mentality — comfortable creating processes where none exist
• Technically curious, able to guide non-technical customers through complex implementations
• Consultative approach: you identify problems customers haven't articulated yet, and are opinionated enough to guide customers towards impact rather than just following their lead
• Willingness to do on-site workshops and enablement sessions when needed

Why Join

• Define the CS function from scratch with real ownership
• Customers seeing transformational results (Netflix: 473 hrs/week saved; ChargePoint: 20–40 FTE equivalent)
• Seed-funded by Khosla Ventures, recently raised a $38M Series A from Andreessen Horowitz with strong enterprise momentum
• Small, collaborative team that moves fast

Additional information

• Culture is high-ownership, high-intensity, and customer-focused.

• The position is in San Francisco, in-office by default 5 days a week (of course including flexibility if folks need to work from home now and then).