Senior Enterprise Customer Success Manager
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Key skills for this role
About the Role
Accord is seeking a Senior Enterprise Customer Success Manager to own the full customer lifecycle for strategic accounts, including onboarding, implementation, adoption, expansion, and renewal.
Key Skills for This Role
Responsibilities
- Own the full customer journey: lead onboarding, hands on implementation, and adoption for enterprise customers
- Multi thread complex organizations: build and maintain relationships across 35 50+ stakeholders per account
- Drive measurable outcomes: translate Accord adoption into quantified revenue impact
- Own renewals and expansion: lead renewal forecasting, negotiation, and close
- Be a strategic advisor: coach revenue leaders through process change and methodology adoption
- Build the foundation: contribute to scalable processes, playbooks, and customer education
- Partner cross functionally with Sales, Product, and Marketing
- Champion our customers internally: represent customer needs to founders and product leadership
Requirements
- 5+ years as an operator in Customer Success, Account Management, or Implementation at a B2B SaaS company
- Experience managing mid market and Enterprise accounts
- Senior level presence with proven influence at the C suite
- Experience leading multi week transformational implementations
- Commercially minded with experience owning NDR/GRR targets
- Value driven communicator with ability to frame interactions around measurable business outcomes
Full Job Posting
About Us
- Accord is a Series A startup founded by leaders from Stripe, LinkedIn, and Google.
- Driving 100+ paying customers under 12 months, partnering with Samsara, Harvey.ai, Decagon, Xactly.
- Mission to transform how Revenue Leaders drive Execution Excellence.
The Role
- Senior Enterprise Customer Success Manager to own full customer lifecycle for strategic accounts.
- Define how the function operates as much as execute it.
- Lead 8 12+ week implementations and advise 10 15 enterprise accounts with 35 50+ stakeholders each.
What You'll Do
- Own the full customer journey: lead onboarding, implementation, and adoption.
- Multi thread complex organizations across 35 50+ stakeholders.
- Drive measurable outcomes like shorter sales cycles and higher win rates.
- Own renewals and expansion forecasting and negotiation.
- Be a strategic advisor to revenue leaders.
- Build scalable processes and playbooks.
- Partner cross functionally with Sales, Product, Marketing.
- Champion customer needs internally.
Who You Are
- 5+ years in Customer Success, Account Management, or Implementation at B2B SaaS.
- Experience managing mid market and Enterprise accounts.
- Senior level presence with C suite influence.
- Implementation depth: lead multi week transformational implementations.
- Product depth: know the product cold.
- Consultative: led change management and advised on process.
- Commercially minded: owned NDR/GRR targets.
- Value driven communicator.
- Builder mindset: contributed to playbooks and processes.
Location
- Hybrid 3x per week in Toronto or San Francisco.
Our Values
- Everyone is a Product Person
- Radical Collaboration
- 10/10
- Integrity Over Everything
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)
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