Senior Enterprise Customer Success Manager

Accord•Toronto, ON

5d•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 for our most strategic accounts, including: onboarding, implementation, adoption, expansion, and renewal. Accord helps revenue organizations transform how they execute the customer journey. This role is a true partner to revenue leadership at our customers: CROs, VPs of Sales, RevOps, and Sales Enablement. In this key role, you will define how this function operates as much as you execute it. You'll personally lead 8-12+ week transformational implementations and advise a portfolio of 10-15 matrixed enterprise accounts, with 35-50+ active stakeholders per account spanning rev ops, sales leadership, enablement, and frontline reps. If you thrive on ownership, love building deep relationships with revenue leaders, and want direct influence on both your customers’ success and Accord’s product and GTM strategy, we'd love to meet you.

Requirements

5+ years as an operator in Customer Success, Account Management, or Implementation at a B2B SaaS company, managing mid-market and Enterprise accounts.
Senior-level presence with proven influence at the C-suite on customer accounts.
Rigorous and structured in communication.
Ability to know what each stakeholder values, map who actually makes purchasing decisions in a complex buying committee, and hold your own with a CRO.
Lead multi-week transformational implementations across workstreams, dependencies, and stakeholders.
Know your current product cold: features, gaps, edge cases, strategic rationale and can articulate where it creates value and where it falls short.
Led change management and advised customers on process, methodology, and adoption.
Recent example of redesigning a customer's workflow or coaching them through organizational change.
Owned NDR/GRR targets directly.
Comfortable leading renewal forecasting and negotiation.
Frame every customer interaction around measurable business outcomes: ROI, adoption metrics, revenue impact, not just operational satisfaction or NPS.
Bring data into renewal and expansion conversations as a default.
Contributed to playbooks, processes, and systems in a scaling function and stay organized when scope and priorities shift.

Nice To Haves

Experience in sales tools/technology, or working closely with sales leaders, is a plus.

Responsibilities

Own the full customer journey: Lead onboarding, hands-on implementation (typically 8-12+ weeks of change management), and adoption for enterprise customers from kickoff to go-live.
Multi-thread complex organizations: Build and maintain relationships across 35-50+ stakeholders per account, executive sponsors, champions, technical evaluators, and end users.
Drive measurable outcomes: Translate Accord adoption into quantified revenue impact, shorter sales cycle, higher win rates, methodology adherence, rep ramp time, etc.
Own renewals and expansion: Lead renewal forecasting, negotiation, and close. Identify and sequence expansion opportunities across our product suite.
Be a strategic advisor: Coach revenue leaders through process change, methodology adoption, and organizational alignment.
Build the foundation: Contribute to scalable processes, playbooks, and customer education as we grow the CS function. Bring structure to ambiguity.
Partner cross-functionally: Collaborate with Sales, Product, and Marketing and provide feedback that informs product roadmap and GTM strategy.
Champion our customers internally: Represent customer needs directly to founders, product leadership, shaping our roadmap and GTM strategy.