About Us

Accord is a high-growth Series A startup (recent funding announcement) founded by proven leaders from Stripe, LinkedIn, and Google. Accord’s 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, BetterUp, and 100+ other top Revenue orgs. G2 Reviews

The company is on a mission to help revenue leaders drive execution excellence by enforcing their standards for how they sell, onboard, and expand with customers. Ambitious GTM teams leverage Accord’s deal execution platform to set standards, drive accountability and enforce a repeatable process.

With teams based in Toronto and San Francisco (current headcount 17, growing to 30 by EOY), the company is growing quickly and 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’ll play a key role in defining the customer success team’s culture and standards of excellence. 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 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 90% of the time, and the other 10% 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
Monitor customer health and engagement levels and proactively engage and map out plans to drive business outcomes for your accounts
Own the renewal process, driving contract negotiation + expansion opportunities
Collaborate with our sales, marketing and product teams to ensure a seamless customer experience
Advocate for customer needs and collaborate with our product team to drive improvements & new features
Develop and share best practices with customers to drive their success
Proactively spot opportunities to build upon our processes - seek to constantly improve and up-level the CS department