Customer Success Lead

Job Description

REQUIREMENTS

• C1–C2 English level required, with excellent spoken and written communication skills.
• Strong interpersonal skills and a customer-first mindset, with the ability to build trust-based relationships.
• Experience running customer conversations, demos, onboarding calls, or sales-adjacent conversations.
• Background in go-to-market, customer success, growth, or community at an early-stage startup or SaaS company is highly beneficial.
• Familiarity with creators, podcasters, content operators, or marketing tools is a strong plus.
• Ability to explain complex concepts simply and persuasively.
• Hands-on customer support or customer success experience, including resolving issues, gathering feedback, and advocating for customers internally.
• Analytical skills to interpret customer feedback, experiment results, funnel performance, and usage patterns.
• Comfortable operating in a fast-changing environment where the playbook is still being built.
• Self-directed, organized, and able to prioritize without waiting for step-by-step instructions.
• Comfortable using AI tools as part of daily work.
• Bachelor’s degree in Business, Marketing, Communications, or equivalent practical experience preferred.

RESPONSIBILITIES

• Lead demos, customer calls, and weekly group demo sessions.
• Own early customer touchpoints, including onboarding, follow-ups, and ongoing relationship management.
• Run and support Convia’s webinar / live series, including guest coordination, programming, production cadence, and follow-through.
• Support newsletter execution and ensure customer-facing communication stays consistent and sharp.
• Collect, organize, and communicate customer feedback to product, QA, and engineering.
• Help test and refine messaging across sales, onboarding, webinars, email, and customer conversations.
• Create simple playbooks for demos, onboarding, customer success, and retention.
• Track customer and revenue signals, identify patterns, and translate insights into

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