Senior Enterprise Customer Success Manager

Accord•Toronto, ON

8d•Hybrid

About The Position

Accord is a breakout Series A startup 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., and receiving raving reviews from its 10,000+ users on G2. The company is on a mission to transform how Revenue Leaders drive Execution Excellence. Ambitious leaders use Accord to up-level the craft of Sales by setting and enforcing standards for how their GTM team sells, onboards, and expands with customers. 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 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 is a highly strategic and hands-on role where you’ll serve 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, driving retention and growth while partnering cross-functionally with Sales, Product, and Marketing. You’ll report directly to the Head of Customer Success and will have the opportunity to shape how we deliver value to customers as we scale. If you thrive in fast-paced, high-ownership environments and love building relationships that move the needle, we’d love to meet you.

Requirements

5+ years in Customer Success, Account Management, or Implementation within a B2B SaaS company.
Experience with mid-market and enterprise customers is required.
Proven success owning the entire post-sales journey—onboarding, adoption, renewal, and expansion.
Able to zoom out to align business objectives while managing tactical account details and day-to-day execution.
Skilled at building trust and influence across complex organizations and executive stakeholders.
Comfortable with commercial conversations—forecasting renewals, managing negotiations, and driving NDR.
Data-driven approach to understanding customer health, product usage, and success metrics.
Thrives in cross-functional settings and communicates with clarity and empathy.
Excited to contribute to playbooks, processes, and systems in a scaling startup environment.
Experience in change management, customer enablement, or process standardization.

Responsibilities

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.