Customer Success Manager

Convey, Inc.

Job Overview

Location

US - Remote

Job Type

Full-time

Full Job Description

📋 Description

• At Convey, we believe great technology is only as valuable as the customer experience behind it. We're looking for a Customer Success Manager who is passionate about building strong customer relationships, driving product adoption, and helping customers achieve meaningful business outcomes.
• As a trusted advisor, you'll manage a portfolio of customers after implementation, ensuring they realize value from our platform while partnering across Sales, Services, and Support to deliver an exceptional customer experience. You'll play a key role in customer retention, renewals, and identifying opportunities to help customers grow.
• What You'll Do
• Manage and grow relationships with a portfolio of customers throughout their lifecycle.
• Drive product, program adoption and customer engagement to maximize long-term success.
• Lead mid-market customer renewals while supporting enterprise renewal efforts.
• Conduct regular business reviews and strategic check-ins with customer stakeholders.
• Monitor customer health, proactively identify risks, and develop success plans.
• Partner with internal teams to advocate for customers and ensure timely issue resolution.
• Identify expansion opportunities and collaborate with Sales on account growth and strategic account plans.
• Maintain accurate customer data and success plans within CRM.
• What We're Looking For
• Experience in Customer Success, Account Management, or a customer-facing SaaS role.
• Strong relationship-building, presentation and communication skills with the ability to influence stakeholders.
• Proven success managing customer renewals, retention, and adoption.
• Ability to balance multiple customer priorities in a fast-paced environment.
• Experience using CRM platforms and customer success tools.
• A proactive, collaborative mindset with a passion for helping customers succeed.
• Why Convey?
• At Convey, you'll have the opportunity to make a direct impact on customer success while working alongside a collaborative and innovative team. If you're energized by building relationships, solving problems, and helping customers get the most out of technology, we'd love to hear from you.

🎯 Requirements

• Experience in Customer Success, Account Management, or a customer-facing SaaS role.
• Strong relationship-building, presentation and communication skills with the ability to influence stakeholders.
• Proven success managing customer renewals, retention, and adoption.

🏖️ Benefits

• Fully covered Medical, Dental, and Vision coverage for employees
• 401(K) plan with company match
• Flexible PTO policy - We trust employees to manage their time effectively and take time off as needed to maintain a healthy work-life balance.
• 12 paid holidays throughout the year, including winter recess for all employees between December 25th-January 1st
• On-site gym available for free use in Denver, CO for employees based in the Denver area

Skills & Technologies

Remote

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Convey, Inc.

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About Convey, Inc.

Convey provides delivery experience management software for retailers and shippers. The platform combines real-time visibility, carrier performance analytics, and customer communication tools to reduce WISMO calls, improve on-time delivery rates, and increase customer satisfaction. Features include predictive estimated delivery dates, exception management, branded tracking pages, and post-purchase surveys. APIs and pre-built integrations connect to major e-commerce platforms, ERPs, and parcel, LTL, and final-mile carriers. The company serves omnichannel retailers, 3PLs, and manufacturers across North America and Europe, focusing on turning last-mile logistics into a competitive advantage while lowering support costs and delivery-related churn.

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