Customer Success Manager

About Concord

We’re an AI‑first company building the Model Context Protocol (MCP) infrastructure that will make traditional contract management obsolete. While others experiment with tools, we’re creating the protocols, connectors, and systems that will become industry standards.

We’ve already gained traction with 1,500+ companies and over 1M users—but we’re just getting started. The next phase will fundamentally change how businesses sell, support, and scale.

As our Customer Success Manager (reporting to our CEO), you’ll own the end‑to‑end success of your customer portfolio—from onboarding to renewal. You’ll partner with customers to ensure they adopt Concord effectively, achieve their business goals, and expand usage over time. You’ll deliver training, run quarterly reviews, manage KPIs, and surface insights back into the business—helping shape both the customer experience and the future of our product.

• Lead onboarding journeys that ensure customers realize value quickly
• Build strong long‑term relationships through quarterly reviews, training workshops, and proactive outreach
• Manage customer support inquiries with speed and empathy via our ticketing system
• Identify expansion opportunities within existing accounts and collaborate with sales teams on growth
• Report on customer KPIs and health metrics weekly, providing actionable insights to leadership
• Gather and relay customer feedback to product, engineering, and support teams

• 3+ years of experience in Customer Success, Account Management, or a customer‑facing SaaS role
• Experience using AI tools in Customer Success
• Strong communication and relationship‑building skills, able to engage at all organizational levels
• Proven ability to collaborate cross‑functionally with sales, product, and engineering teams
• Strong technical and computer literacy, with comfort navigating SaaS tools and CRMs
• Excellent organization and time management, able to balance multiple accounts and priorities
• Based in Austin, TX (in‑office role)

• You’ll work with AI tools and Customer Success practices most companies won’t touch for years
• Your “colleagues” will include AI‑powered teammates that amplify your work
• The playbook isn’t written—you’ll help invent it
• The impact is immediate: what you build with customers directly drives adoption, retention, and growth

• Location:
  
  Austin, TX
• This role is full‑time in‑office at our Austin HQ (Northwest Hills)