Sr. Customer Success Manager

About Us

Accord is a high-growth Series A startup (recent funding announcement) founded by proven leaders from Stripe, LinkedIn, and Google. Accord’s impactful product & high bar of execution has led the business to acquire 130+ paying customers within 12 months of publicly launching, including companies such as: Figma, Stripe, Affirm, Headspace, dbt, BetterUp, and 100+ other top Revenue orgs. G2 Reviews

The company is on a mission to transform the world of B2B Sales with their innovative ‘Deal Execution Platform’. Ambitious revenue and GTM leaders leverage Accord to build a more efficient, repeatable sales journey and hit their revenue targets.

With teams based in Toronto and San Francisco (current headcount 15, growing to 30 by EOY), the company is growing quickly ($1M ARR in revenue, 500% growth in 2022) and is under dedicated leadership. All goals have been achieved capital efficiently, currently with 3+ years of runway.

The Role

As a Sr. Customer Success Manager, you will be a key player in defining and shaping the future of our customer success team. You will be responsible for onboarding mid-market and enterprise accounts, driving product adoption, nurturing customer relationships, and owning the renewal process end-to-end.

Being a founding CSM means being able to see the forest through the trees - you will go deep with customers but also need to be sharp on how your work impacts the broader business. You will be both an executer and a builder in this role. You can expect to be managing your accounts 80% of the time, and the other 20% will be spent building and improving our CS function.

This is a unique opportunity for a self-directed CS professional to contribute significantly to a well-funded startup poised for explosive growth. You will have significant ownership and the opportunity to help build the customer success function reporting directly to the Head of Customer Success, all while being supported and mentored along the way.

You Will:

• Be the primary point of contact for our customers, helping them realize the full potential of Accord.
• Manage the onboarding process for mid-market and enterprise customers to ensure a smooth and successful start to their journey with Accord.
• Own the renewal process, driving contract negotiation + expansion opportunities
• Develop and share best practices with customers to drive their success.
• Own projects that help build the early infrastructure for the Customer Success Org
• Advocate for customer needs and collaborate with our product team to inform future product developments.
• Monitor customer health and engagement levels and proactively engage and map out plans to drive business outcomes for your accounts.
• Proactively spot opportunities to build upon our processes - seek to constantly improve and up-level the CS department
• Collaborate with our sales, marketing and product teams to ensure a seamless customer experience

Who We're Looking For:

• Experience in Change Management is an asset
• A self-directed professional with a strong desire to build and shape the future of customer success in a high-growth startup environment.
• Although this role is an individual contributor, you are looking for an opportunity to be strategic & help build the Customer Success org’s processes, playbooks and foundation.
• 5+ years of Customer Success/Account Management experience, preferably in B2B SaaS. Previous experience as an early CS hire at a startup is a strong asset.
• Proven ability to manage the renewal process, ensuring customer retention and satisfaction.
• Strong problem-solving skills, with a proactive approach to resolving issues and ensuring customer success.
• Excellent communication skills, with the ability to both empathize with customers to understand their needs and challenge them to hold them accountable.
• A team player who can collaborate effectively with various teams across the organization.
• Are a proven relationship builder, proactively building multi-threaded relationships within your accounts.
• Previous experience in customer success, preferably in the SaaS industry, with a track record of managing mid-market and enterprise accounts.

Our Values

• 🐝 Radical Collaboration - From Engineering to CS — we work, win, & grow together.
• 🦄 10/10 - 9/10 is not enough. That last 10% delivers 90% of the value.
• 🐼 Everyone is a Product Person - We all share the same drive & passion to create.
• 🦁 Integrity Over Everything - What matters is what we do when no one is watching.

Benefits

• Top percentile pay
• Hybrid in-office work/life balance. In office 2-3 days a week.
• Health, dental, life, disability & vision insurance
• Trips 2x / year to meet your teammates IRL
• Top-tier equity package
• Unlimited PTO

Commitment to inclusion, equity & diversity

We believe everyone is a product person, and that means ensuring everyone has a seat at the table. Different perspectives and unique ways of thinking are necessary for building a product people love. For all backgrounds and identities, we want every Accordion to bring their authentic selves to work and be a part of our close-knit team.

How to Apply

Sound like a good fit? Email: [email protected]