indeed
Customer Success Associate
Accord
Toronto, CAN
Full Time
Entry
Hybrid
4 days ago
Customer SuccessAccount ManagementCustomer SupportCRMSlackEmail
Free
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Customer SuccessAccount ManagementCustomer Support
About the Role
Accord is seeking a Customer Success Associate to own a book of startup customers and serve as the front line of customer experience. This role involves managing customer inquiries, driving product adoption, and supporting Enterprise CSMs.
Key Skills for This Role
Customer SuccessAccount ManagementCustomer SupportCRMSlackEmail
Responsibilities
- Manage a book of startup customers and own quarterly check ins, product education, and renewal conversations.
- Support Enterprise/MM CSMs with ad hoc requests such as usage data reporting, customer playbook building, and enablement requirements.
- Serve as primary point of contact for inbound customer questions across Slack and email; triage, prioritize, resolve or escalate promptly.
- Help build implementation and support functions by developing playbooks, SLAs, escalation paths, and response templates.
- Keep detailed records of every customer interaction in CRM.
- Monitor product usage and proactively reach out to customers underutilizing key features.
- Collaborate with cross functional teams (Product, Engineering, Marketing & Sales) to resolve complex customer issues and relay feedback.
- Contribute to help articles, video walkthroughs, and in app messages to improve customer self serve.
Requirements
- 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
- Comfortable managing 50+ customer interactions per week across Slack, email, and tickets
- Empathetic communicator with warm, clear, and direct written communication
- Experience using CS tools and customer support software such as Vitally, Thena, Hubspot, Gong, and Linear
- Product curious and able to learn products quickly
- Builder mindset excited to help build support function through playbooks and templates
Full Job Posting
About Us
- Accord is a Series A startup founded by leaders from Stripe, LinkedIn, and Google.
- Driven 100+ paying customers under 12 months, partnering with Samsara, Harvey.ai, Decagon, Xactly.
- Mission to transform how Revenue Leaders drive Execution Excellence.
- Hubs in Toronto and San Francisco.
The Role
- Customer Success Associate to own startup customer base and serve as front line of customer experience.
- Growth path to Customer Success Manager role.
What You'll Do
- Manage a book of startup customers and own quarterly check ins, product education, and renewal conversations.
- Support Enterprise/MM CSMs with ad hoc requests such as usage data reporting, customer playbook building, enablement requirements.
- Serve as primary point of contact for inbound customer questions across Slack and email; triage, prioritize, resolve or escalate promptly.
- Help build implementation and support functions by developing playbooks, SLAs, escalation paths, and response templates.
- Keep detailed records of every customer interaction in CRM.
- Monitor product usage and proactively reach out to customers underutilizing key features.
- Collaborate with cross functional teams (Product, Engineering, Marketing & Sales) to resolve complex customer issues and relay feedback.
- Contribute to help articles, video walkthroughs, and in app messages to 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.
- Comfortable managing 50+ customer interactions per week across Slack, email, and tickets.
- Empathetic communicator: warm, clear, and direct in written communication.
- Experience using CS tools and customer support software such as Vitally, Thena, Hubspot, Gong, and Linear.
- Product curious: learn products quickly and enjoy going deep.
- Builder mindset: excited to help build support function through developing playbooks, response templates, and escalation paths.
Location
- Hybrid 3x per week in Toronto or San Francisco.
Our Values
- 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.
- 10/10 — We go beyond great; the final 10% delivers 90% of the value.
- Integrity Over Everything — We do the right thing, even when no one’s watching.
Why You’ll Love Working Here
- Competitive top percentile pay & equity.
- Unlimited PTO.
- Health, dental, vision, life, and disability coverage.
- Bi annual team offsites.
- Hybrid work environment (3 days in office per week).
Commitment to Inclusion, Equity & Diversity
- We welcome candidates of all backgrounds and identities.
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