Accord
Customer Success Associate
Toronto
Sponsorship not specifiedDetected 8 days ago
HubSpotCRMSalesAccount ManagementCustomer SuccessCustomer SupportCollaboration
About the role
- 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.
Responsibilities
- 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.
- 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.
- Experience using CS tools and customer support software: such as Vitally, Thena, Hubspot, Gong, and Linear
- 🦄 10/10 - We go beyond great; the final 10% delivers 90% of the value.
Requirements
- Detail-oriented and organized: You catch the small things, keep records tidy, and have the ability to prioritize your work
- You know how to prioritize by urgency and impact.
Skills
- such as Vitally, Thena, Hubspot, Gong, and Linear
Compensation
- Bi-annual team offsites (meet your teammates IRL!)
Benefits
- Competitive top-percentile pay & equity
- Health, dental, vision, life, and disability coverage
- Account Ownership: Manage a book of start-up customers and own quarterly check-ins, product education, and renewal conversations.
Company info
- Accord http://inaccord.com/ is a breakout Series A startup (funding announcement https://techcrunch.com/2023/01/24/accord-which-offers-a-platform-to-manage-sales-processes-secures-10m/) 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, http://harvey.ai/Harvey.ai http://Harvey.ai, Decagon, Xactly etc.
- Raving reviews from it's 10,000+ users, G2 Feedback https://www.g2.com/products/accord-accord/reviews
- Customer Support, Customer Success, Account Management, or Implementation.
- 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.
- 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.
This listing is sourced directly from Accord's careers page and normalized into a canonical job model.