Customer Success Associate

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 ing 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.

• 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 expedite 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 under‑utilizing 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.

• 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 Vitally, Thena, Hub Spot, Gong, and Linear.
• Product‑curious: You learn products quickly and enjoy going deep. You’d rather understand why something works than just click through it.
• Builder mindset: Excited to help build the support function through developing playbooks, response templates, and escalation paths.

• Hybrid 3× per week in Toronto or San Francisco.

• Competitive top‑percentile pay & equity.
• Unlimited PTO.
• Health, dental, vision, life & disability coverage.
• Bi‑annual team off‑sites.
• Hybrid work environment (3 days in‑office per week).

We believe innovation thrives when diverse perspectives come together. We’re committed to creating an inclusive environment where everyone feels valued, heard, and empowered to contribute their authentic selves. We welcome candidates of all backgrounds and identities to join our team of Accordians.