The Role
As a Customer Success Manager, you'll own the customer portfolio, ensuring effective adoption of Concord, managing support, and driving customer success through proactive engagement and insight reporting.
Summary Generated by Built In
Be the voice of customer success for the AI era
Customer Success is being redefined—and Concord is leading the way. At Concord, we’re not just supporting customers, we’re reimagining how they succeed with the help of AI-powered teammates that amplify the performance of CSMs and transform customer experiences.
This role is at the heart of that transformation. In most companies, CSMs focus only on support and retention. Here, you’ll help define what the next generation of Customer Success looks like—balancing relationship building, enablement, and AI-driven insights to deliver outcomes that scale.
About Concord
We’re an AI-first company building the Model Context Protocol (MCP) infrastructure that will make traditional contract management obsolete. While others experiment with tools, we’re creating the protocols, connectors, and systems that will become industry standards.
We’ve already gained traction with 1,500+ companies and over 1M users—but we’re just getting started. The next phase will fundamentally change how businesses sell, support, and scale.
If you like moving fast, playing with the newest models, and solving problems no one has solved yet—you’ll thrive here. If you need detailed playbooks and predictable tasks… probably not.
If you want to shape an entire industry, work with AI tools before they become commoditized, and build solutions that others will copy in 3–5 years—this role is for you.
This role is not for you if…
If you’re looking for:
A well-documented playbook to follow from day one
A job focused narrowly on ticket resolution or administration
Incremental tweaks to processes someone else designed
Outdated, unchanging tools and workflows
…then this role will frustrate you.
This role is for you if…
You thrive on:
Building strong, trusted relationships with customers through proactive engagement
Figuring out how to solve problems without being told exactly what to do
Using modern SaaS platforms and AI-driven tools to deliver a superior customer experience
Acting as both a strategic advisor and problem solver, not just a process enforcer
Continuously improving customer outcomes through testing, learning, and iteration
About the role
As our Customer Success Manager (reporting to our CEO), you’ll own the end-to-end success of your customer portfolio—from onboarding to renewal. You’ll partner with customers to ensure they adopt Concord effectively, achieve their business goals, and expand usage over time. You’ll deliver training, run quarterly reviews, manage KPIs, and surface insights back into the business—helping shape both the customer experience and the future of our product.
What you’ll drive (missions, not chores)
- Lead onboarding journeys that ensure customers realize value quickly
- Build strong long-term relationships through quarterly reviews, training workshops, and proactive outreach
- Manage customer support inquiries with speed and empathy via our ticketing system
- Identify expansion opportunities within existing accounts and collaborate with sales teams on growth
- Report on customer KPIs and health metrics weekly, providing actionable insights to leadership
- Gather and relay customer feedback to product, engineering, and support teams
- Actively participate in the respect of all the company's security practices and policies.
what you'll bring
- 3+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role
- Experience using AI tools in Customer Success
- Strong communication and relationship-building skills, able to engage at all organizational levels
- Proven ability to collaborate cross-functionally with sales, product, and engineering teams
- Strong technical and computer literacy, with comfort navigating SaaS tools and CRMs
- Excellent organization and time management, able to balance multiple accounts and priorities
- Based in Austin, TX (in-office role)
Why this is different
- You’ll work with AI tools and Customer Success practices most companies won’t touch for years
- Your “colleagues” will include AI-powered teammates that amplify your work
- The playbook isn’t written—you’ll help invent it
- The impact is immediate: what you build with customers directly drives adoption, retention, and growth
Important information
- Location: Austin, TX
- This role is full‑time in‑office at our Austin HQ (Northwest Hills)
Top Skills
Ai Tools
Crms
Saas Platforms
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The Company
What We Do
Concord is the independent, worldwide leader in the development, management and acquisition of sound recordings, music publishing, theatrical performance rights and narrative content. Headquartered in Nashville with additional offices in Los Angeles, New York, London, Berlin, Melbourne and Miami, Concord also has staff in Auckland, Sydney, Tokyo and Toronto. The Company’s catalog consists of more than 1 million songs, composed works, plays, musicals and active recordings which are licensed in virtually every country and territory worldwide.
