Sound like a fit? Email: [email protected]
Position: Director of Customer Success
Location: Toronto
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 Sales orgs. G2 Reviews
The company is on a mission to transform the world of B2B Sales with their innovative ‘Customer Collaboration Platform’. Ambitious sales teams leverage Accord to build a more efficient, repeatable sales journey and reliably hit their revenue targets.
With teams based in Toronto and San Francisco (current headcount 13, growing to 30 by EOY), the company is growing quickly ($1M ARR in revenue, 500% growth in 2022) and under dedicated leadership. All goals have been achieved capital efficiently, currently with 3+ years of runway.
https://www.youtube.com/watch?v=NJdcPT1MPqw
Based in Toronto, the Director of Customer Success (“Dir of CS”) is a critical member of Accord’s Senior Leadership Team – reporting directly to CEO / Founder, Ross Rich. Joining at this inflection point, the Dir of CS will be accountable for Accord’s GTM strategy and delivering outsized revenue growth. To support this anticipated scale, the Dir of CS will be responsible for building a high-performing team and culture. The Dir of CS will lead Accord in driving new revenue; leading all aspects from growing existing accounts, to developing strategic partnerships, and attracting new customers (currently focused on mid-market, moving to enterprise). The Dir of CS will develop and implement proven processes, infrastructure, and operations resulting in predictable success.
This executive role requires strong leadership capabilities and a disciplined sales background, coupled with results in high-growth, early-stage environments. An experienced team player & mentor, this leader will bring a proven ability to attract, develop and retain best-in-class sales talent. With a values-driven and optimistic attitude, the Dir of CS will have a genuine passion for Accord’s mission of transforming B2B sales and the company’s highly collaborative, impact-focused philosophy.
Ross Rich
CEO & Founder View LinkedIn
Ryan Rich
CPO & Founder View LinkedIn
Wayne Pan
CTO & Founder View LinkedIn
An engaging, passionate, and authentic leader, the Dir of CS has developed trust at all levels of the business, building strong relationships with their team members, peers, and marquee customers. They have quickly established themselves as a top contributor on the Executive Team, taking complete ownership of their OKRs, and ensuring coordination across partners in Sales, Marketing, and Product.
Focused on onboarding, enabling and growing our customer base, the Dir of CS has led the team to 2.5x revenue growth year over year with industry-leading efficiency (from $1M → $2.5M ARR yr 1, and then $2.5M → $6M+ yr 2). They have demonstrated adaptability in their approach with Accord’s evolution from focusing on smaller deals ($10k - $50k) to larger, six-figure partnerships.
In 2023, 30% of revenue will result from expansion revenue, with the rest generated by new logos. In 2024, the Dir of CS has grown the team to 5-7 CSMs, with 50% of new revenue coming from expansion.
The Dir of CS has built an empowered, energized and high-performance sales function that is structured and aligned with Accord’s strategic vision, as well as current and future business requirements. Currently with 1 CSM, the plan is to get to 5 CSMs in the next 12 months.
To support the sales organization’s growth, they have implemented foundational methodologies & metrics, institutionalizing processes and a repeatable playbook to consistently hit revenue targets.
The ideal candidate has a minimum of 5+ years of Senior CS Leadership experience (Manager, Director), along with a proven track record of delivering superior business results within a similarly high-growth, early-stage technology environment.
The Dir of CS effectively translates strategy into concrete plans, inspiring trust and confidence across the organization. The ideal candidate successfully converts annual and quarterly plans into action plans and initiatives in an ever-changing, ambiguous environment.
The Dir of CS will bring demonstrated success operating in an entrepreneurial, ideally Founder-led business, and is comfortable managing the ‘high highs’ and ‘low lows’ of an early-stage business. Ideally, the Dir of CS has led or been highly involved in the evolution of a Customer Success organization from Series Seed/A to scalability.
An experienced team player, the successful candidate brings a proven ability to attract, develop and retain best-in-class sales talent. The Dir of CS demonstrates to the team an ability to overcome setbacks and enthusiastically persist until ambitious goals are achieved.
With an adaptable approach, the ideal candidate balances being both the best CSM as well as the leader of the team. The Dir of CS is both tactical in terms of execution, and able to flex strategically to contribute to the overall strategy that will drive future revenue.