Customer Success Associate

Accord is a breakout Series A startup (funding announcement) founded by proven leaders from Stripe, LinkedIn, and Google. Accord’s high-bar for execution has quickly led to big wins, including:

• Driving 100+ paying customers under 12 months of launching

• Partnering with industry leaders such as Samsara, Harvey.ai, Decagon, Xactly etc.

• Raving reviews from it’s 10,000+ users, G2 Feedback

The company is on a mission to transform how Revenue Leaders drive Execution Excellence. From setting and enforcing standards for how their GTM team sells, onboards, and expands with customers, ambitious leaders use Accord to up-level the craft of Sales.

With hubs in Toronto & San Francisco, Accord is bringing on passionate builders who sweat the details and want to build something special.

If you’re interested in being part of a collaborative, high-velocity team that is dedicated to excellence in its craft, apply.

We're looking for a Customer Success Associate to own our start-up customer base and serve as the front line of customer experience at Accord. Owning a book of startups and inbound support inquiries, and supporting our Enterprise CSMs with hands-on execution across our most strategic accounts.

This role is designed as a growth path to a Customer Success Manager role. As Accord grows, your skills develop, and you master the product, you’ll take on more ownership and, along the way, standardize and build our support and success function as we scale.

If you're early in your customer-facing career, thrive on high-volume work, and want a front-row seat to how a Series A company builds its support and success function, we'd love to meet you.

• Account Ownership: Manage a book of start-up customers and own quarterly check-ins, product education, and renewal conversations.

• Strategic Support to the senior CSMs: Support our Enterprise/ MM CSMs with ad hoc requests such as usage data reporting, customer playbook building, enablement requirements, and 1-1 sessions with customers.

• Own customer support inquiries: Serve as the primary point of contact for inbound customer questions across Slack and email. Triage, prioritize, resolve or escalate promptly.

• Standardize processes: Help build the implementation & support functions as we scale. Developing and contributing to playbooks, SLAs, escalation paths, and response templates.

• Keep detailed records of every customer interaction: both inquiry and resolution in our CRM, so context is never lost, patterns surface quickly, and any teammate can pick up where you left off.

• Drive adoption proactively: Monitor product usage and reach out when customers are underutilizing key features. Share onboarding materials, product tips, and best-practice guides.

• Cross-functional collaboration: Collaborate with cross-functional teams (product, Engineering, Marketing & Sales) to resolve complex customer issues efficiently and relay customer feedback and feature requests

• Build scalable support content: Contribute to help articles, video walkthroughs, and in-app messages that deflect volume and improve customer self-serve.
  

• 1-3 years in a customer-facing role at a B2B SaaS company: Customer Support, Customer Success, Account Management, or Implementation.

• Detail-oriented and organized: You catch the small things, keep records tidy, and have the ability to prioritize your work

• Support-shaped operator: Comfortable managing 50+ customer interactions per week across Slack, email, and tickets. You know how to prioritize by urgency and impact.

• Empathetic communicator: Warm, clear, and direct in written communication. You handle customers with patience and turn them into champions.

• Experience using CS tools and customer support software: such as Vitally, Thena, Hubspot, Gong, and Linear

• Product-curious: You learn products quickly and enjoy going deep. You'd rather understand why something works than just click through it.

• Builder mindset: Excited to help build the support function through developing playbooks, response templates, and escalation paths.

• Hybrid 3x per week in Toronto or San Francisco

• 🐼 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.

• 🦄 10/10 — We go beyond great; the final 10% delivers 90% of the value.

• 🦁 Integrity Over Everything — We do the right thing, even when no one’s watching.

• Competitive top-percentile pay & equity

• Unlimited PTO

• Health, dental, vision, life, and disability coverage

• Bi-annual team offsites (meet your teammates IRL!)

• Hybrid work environment (3 days in-office per week)

We believe innovation thrives when diverse perspectives come together. We’re committed to creating an inclusive environment where everyone feels valued, heard, and empowered to contribute their authentic selves. We welcome candidates of all backgrounds and identities to join our team of Accordions.

“With Accord, we ended up displacing not just People.ai, but the need for one of our enablement platforms as well. The content management piece, the deal-level execution, and the ability to surface internal components like approval matrices or quoting instructions at the right time, for every deal, was a game changer.”

Bayley Fesler, Director of Revenue Operations, Xactly

"This is a sales tool that the team tells me they can't live without anymore. They would be so upset if we took it away from them, which I never hear about tools.”

Niki Phillips, VP of Enterprise Sales, Hootsuite

"Accord is poised to give us meaningful metrics and tangible insights into how our methodologies are actually being adopted and used in the field, which is a game-changer for proving the impact of our enablement programs.”

Aaron C, Revenue Enablement Manager at Greenway Health