Customer Success Legend

Join to apply for the Customer Success role at Conveo. This range is provided by Conveo. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range £60,000.00‑£70,000.00.

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.

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.

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 decades of market research knowledge, incredible engineering ability, and experience building companies.

How we operate

We truly care about our clients and the problem we solve. That means we humbly go the extra mile every time. Our engineering team talks directly with our customers. No layers in between. 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 a Customer Success at Conveo, you will work closely and build relationships with researchers across marketing, product, and strategy at global Fortune 500 brands. Your goal is to make customers love our product and our team by going above & beyond to help clients get value from Conveo. You will sit at the intersection of research, product, and commercial outcomes. Previous research experience is helpful, but not a requirement!

Your mandate:

• Ensure customers see tangible value fast, expand their usage over time, and turn them into referenceable advocates.

Responsibilities

This is a high-impact, hands-on role in which you will:

• Work directly with insights, marketing, and product teams at global brands.
• Translate research and business objectives into high-quality projects on Conveo.
• Partner closely with Sales on renewals and expansions.

Your Mission

• Own customer outcomes end-to-end.
• Lead customers from signed deal or pilot through onboarding, training, and early wins.
• Design success plans with clear goals, timelines, and value metrics (time saved, depth of insight, impact on decisions).
• Run regular check-ins and QBRs, tying Conveo usage back to concrete business outcomes.
• Proactively identify risks and intervene early (stakeholder churn, low usage, unclear ownership, etc.).
• Become the client’s #1 go-to person and trusted advisor.
• Build trust by going above and beyond to help our clients achieve their business goals.
• Advise the client on the best ways to derive value from Conveo pulling in research & product experts as needed.
• Spend as much time as possible with clients in-person to build personal relationships.
• Help our clients shine internally in front of their teams and stakeholders.
• Lead high-quality pilots and rollouts.
• Translate customer business objectives into well-designed research projects on Conveo, partnering with our research and product experts as needed.
• Guide customers on best practices for recruitment, topic guides, and analysis workflows.
• Ensure pilots run smoothly and tell a compelling value story that supports renewal and expansion.
• Closely collaborate and pull in senior market research experts where needed (both internal and freelancers) for more complex methodological research needs.
• Help customers scale from single-team usage to multi-market, multi-team adoption.

Drive adoption, retention, and expansion

• Become a trusted advisor to your accounts, deeply understanding their org structure, decision makers, and internal politics.
• Map stakeholders (economic buyer, champions, day-to-day users, procurement, legal) and ensure strong coverage.
• Partner with Sales on renewals and upsells, surfacing and shaping opportunities (new use cases, new markets, more seats, higher volumes).
• Track and own key metrics like product usage, renewal health, and expansion pipeline for your book of business.

Be the voice of the customer into Product & GTM

• Synthesize feedback from your accounts into structured themes and clear asks for Product and Engineering.
• Flag gaps and friction in the experience, and help prioritize what will move retention and expansion.
• Work with Marketing to turn successful projects into case studies, testimonials, and event stories.

Install systems, not heroics

• Help define and improve playbooks for onboarding, support, issue escalation, and risk management.
• Maintain clean documentation in our tools (CRM, CS tooling, internal docs) so customer context is always up to date.
• Contribute to internal enablement materials (guides, templates, checklists) that help the team scale without losing quality.

What we’re looking for

• 2-7 years in Customer Success, Consulting, Market Research or similar roles.
• Excellent communication skills: active listener, clear writer, strong at framing trade-offs and influencing decisions.
• High energy, sense of ownership, and bias to action. You are comfortable in a fast-moving, low-politics, high-standards environment.
• Comfortable working with AI-driven products and translating technical concepts into simple narratives for non-technical stakeholders.

Nice To Haves

• Experience working with enterprise or upper-midmarket accounts, ideally in CPG, Tech, Pharma, or Financial Services.
• Familiarity with market research or marketing workflows (qual research, panels, moderating, survey/interview design).
• Technological affinity and ability to play with AI tools like clay, lovable & others.

What success looks like

• Clients trust and love Conveo and you personally.
• High net revenue retention across your accounts, driven by strong renewals and meaningful expansion.
• Customers that reliably hit their research and business goals using Conveo, with clear before/after stories.
• Clean, predictable renewal pipeline because leading indicators (usage, engagement, stakeholder coverage) are well understood and tracked.
• Referenceable customers who are happy to speak with prospects, appear in case studies, and join events with us.
• Internal teams (Sales, Product, Research) see you as a trusted partner and rely on your customer context.

Why this is an incredible opportunity in your early career

• Massive learning curve: You’ll work directly with Fortune 500 brands, solving real business problems with cutting-edge AI technology experience that would take 5+ years to gain elsewhere.
• Own real impact from day one: Your work directly shapes customer outcomes and company growth, not buried in a hierarchy.
• Build rare, valuable skills at the intersection of AI, research, and enterprise sales that will define the next decade of business.

Why join us

• Work directly with founders and leaders with a winning track-record.
• Help define how AI-powered research becomes the new default for global brands.
• Join a world-class team with the ambition & execution power to break growth records.
• Competitive compensation with meaningful upside, and room to grow as the company scales.
• A culture that combines high standards, customer obsession, and fun, with a focus on doing great work with a lean team.
• Opportunities to travel globally to meet customers in person, building deep relationships and understanding their markets firsthand.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Other

Industries: Software Development