VP Customer Success in London

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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. 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 VP Customer Success, you will own the full post‐sale customer journey at Conveo — from orchestrating high‐stakes pilots and onboarding, to driving adoption, renewals, and expansion across global brands. You will build and lead a lean, high‐calibre CS organization that combines research craft, AI fluency, and commercial rigor. Your mandate: turn Conveo into the default partner for insights and marketing teams, and make every customer a reference.

Your Mission:

• Own customer outcomes end‐to‐end
• Design and own the customer lifecycle from pilot to multi‐market rollout (onboarding, enablement, QBRs, renewals, and expansion).
• Ensure customers realize fast, tangible value from Conveo (time saved, depth of insight, impact on decisions).
• Create clear success plans with executive sponsors, with agreed goals, timelines, and measures of success.
• Build a high‐performing CS organization
• Hire, coach, and lead a small team of CSMs who can operate at enterprise level.
• Set standards for quality, responsiveness, and ownership across all customer touch points.
• Define operating rhythms (stand‐ups, pipeline / health reviews, retros) that keep the team focused on impact, not activity.
• Drive expansion, retention, and advocacy
• Partner closely with Sales on renewals, and expansion motions, ensuring tight handoffs and no stalls.
• Systematically identify upsell / cross‐sell opportunities (new markets, new teams, additional use cases).
• Turn happy customers into advocates via references, testimonials, case studies, and event participation.
• Be the voice of the customer into Product & GTM
• Synthesize feedback from strategic accounts into clear priorities for Product and Engineering.
• Partner with Marketing to turn real projects into compelling stories (case studies, talks, content).
• Install systems, not heroics
• Define scalable processes for onboarding, support, issue escalation, and risk management.
• Ensure the right level of instrumentation and reporting around usage, health, and risk (e.g. product usage, engagement, NPS, renewal status).
• Build workflows and documentation so that quality scales without exploding headcount.

What We're Looking For:

• 8–15 years in Customer Success, Account Management, or related leadership roles in the market research industry.
• Deep market research experience is mandatory. You must understand how insights teams operate within CPG, Tech, Pharma, and Financial Services companies — including their workflows, stakeholders, procurement processes, and decision‐making cycles.
• Proven track record owning renewals and expansion targets for enterprise / upper‐midmarket accounts.
• Experience building or scaling a CS function in a fast‐growing environment.
• Comfortable working with AI‐driven products and translating them into business outcomes for non‐technical stakeholders.
• Builder mindset: you enjoy creating playbooks, processes, and teams from first principles rather than inheriting a finished machine.

What Success Looks Like:

• High net revenue retention driven by strong renewals and meaningful expansion across accounts.
• Referenceable flagship customers who actively advocate for Conveo (case studies, intros, events).
• Clear, repeatable onboarding and adoption playbooks that new team members and customers can follow.
• Leading indicators (product usage, engagement, stakeholder coverage) reliably predicting renewal outcomes.
• A small, high‐performing CS team that punches above its weight and is trusted by Sales, Product, and customers.

Why join us?

• Own the customer success function at a hyper‐growth, Y Combinator‐backed startup where speed and impact matter.
• Work directly with founders and senior leaders across Sales, Research, and Product.
• Help define how AI‐powered research becomes the new default for global brands.
• Competitive compensation with meaningful upside, and the ability to shape your team and operating model.
• A culture that combines high standards, customer obsession, and fun, with a focus on doing great work with a small, exceptional team.