Customer Success Associate

ABOUT US 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 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. 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. 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. WHAT YOU'LL DO - 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. WHO YOU ARE - 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 Vitall…