Senior Enterprise Customer Success Manager
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About Accord
Accord is a high‑growth Series A startup founded by leaders from Stripe, LinkedIn, and Google. Our mission is to help revenue leaders drive execution excellence by enforcing standards for how they sell, onboard, and expand with customers. Ambitious GTM teams at companies like Hootsuite, Xactly, and Greenway Health leverage Accord’s platform to set standards, drive accountability, and deliver consistent results.
With teams in Toronto and San Francisco, Accord is scaling quickly and capital‑efficiently, with more than three years of runway and a clear path to the next stage of growth.
Role
We’re looking for a Senior Enterprise Customer Success Manager to own the full customer lifecycle—from onboarding and implementation through adoption, expansion, and renewal. You’ll play a key role in shaping the culture, processes, and playbooks of Accord’s growing CS organization.
This highly strategic and hands‑on role serves as the trusted advisor to our mid‑market and enterprise customers, helping them realize measurable business outcomes through Accord. You’ll manage a portfolio of accounts, drive retention and growth, and partner cross‑functionally with Sales, Product, and Marketing. You’ll report directly to the Head of Customer Success and have the opportunity to shape how we deliver value to customers as we scale.
What You’ll Do
- Own the full customer journey: lead onboarding, implementation, and adoption for mid‑market and enterprise customers, ensuring a seamless experience from kick‑off to renewal.
- Drive measurable outcomes: understand customer goals and success criteria, develop joint success plans, and deliver value that drives retention, expansion, and advocacy.
- Manage renewals and expansion: own renewal forecasting and negotiation, while identifying opportunities to expand footprint through new use cases, teams, and features.
- Be a strategic advisor: build trusted, multi‑threaded relationships across customer organizations—executives, champions, and users alike.
- Proactively monitor account health: track product usage and engagement trends to identify risks and opportunities before they surface.
- Partner cross‑functionally: collaborate with Sales, Product, and Marketing to ensure a cohesive customer experience and provide feedback that informs product roadmap and GTM strategy.
- Build the foundation: contribute to building scalable processes, success playbooks, and customer education programs as we grow the CS org.
- Champion our customers internally: advocate for customer needs and ensure their voice is represented in company strategy and product development.
Who You Are
- Experienced: 5+ years in Customer Success, Account Management, or Implementation within a B2B SaaS company. Experience with mid‑market and enterprise customers is required.
- Full‑lifecycle operator: proven success owning the entire post‑sales journey—onboarding, adoption, renewal, and expansion.
- Strategic & hands‑on: able to zoom out to align business objectives while managing tactical account details and day‑to‑day execution.
- Relationship builder: skilled at building trust and influence across complex organizations and executive stakeholders.
- Commercially minded: comfortable with commercial conversations—forecasting renewals, managing negotiations, and driving NDR.
- Analytical: data‑driven approach to understanding customer health, product usage, and success metrics.
- Collaborative: thrives in cross‑functional settings and communicates with clarity and empathy.
- Builder mindset: excited to contribute to playbooks, processes, and systems in a scaling startup environment.
- Change manager: experience in change management, customer enablement, or process standardization.
Location
- Hybrid in Toronto or San Francisco, or Remote with travel 5x/quarter.
Our Values
- Everyone is a Product Person — We share a builder’s mindset and passion for great products.
- Radical Collaboration — We win, grow, and learn together—across teams and functions.