Accord · 1 month ago
Senior Enterprise Customer Success Manager
San Francisco, CA
Full-time
Hybrid
Senior Level
5+ years expAccord is a high-growth Series A startup focused on helping revenue leaders drive execution excellence. The Senior Enterprise Customer Success Manager will own the full customer lifecycle, ensuring a seamless experience for mid-market and enterprise customers while driving retention and growth through strategic advisory and cross-functional collaboration.
SaaSSalesSoftware
Responsibilities
Own the full customer journey: Lead onboarding, implementation, and adoption for mid-market and enterprise customers, ensuring a seamless experience from kick-off to renewal
Drive measurable outcomes: Understand customer goals and success criteria, develop joint success plans, and deliver value that drives retention, expansion, and advocacy
Manage renewals and expansion: Own renewal forecasting and negotiation, while identifying opportunities to expand footprint through new use cases, teams, and features
Be a strategic advisor: Build trusted, multi-threaded relationships across customer organizations—executives, champions, and users alike
Proactively monitor account health: Track product usage and engagement trends to identify risks and opportunities before they surface
Partner cross-functionally: Collaborate with Sales, Product, and Marketing to ensure a cohesive customer experience and provide feedback that informs product roadmap and GTM strategy
Build the foundation: Contribute to building scalable processes, success playbooks, and customer education programs as we grow the CS org
Champion our customers internally: Advocate for customer needs and ensure their voice is represented in company strategy and product development
Qualification
Required
5+ years in Customer Success, Account Management, or Implementation within a B2B SaaS company
Experience with mid-market and enterprise customers is required
Proven success owning the entire post-sales journey—onboarding, adoption, renewal, and expansion
Able to zoom out to align business objectives while managing tactical account details and day-to-day execution
Skilled at building trust and influence across complex organizations and executive stakeholders
Comfortable with commercial conversations—forecasting renewals, managing negotiations, and driving NDR
Data-driven approach to understanding customer health, product usage, and success metrics
Thrives in cross-functional settings and communicates with clarity and empathy
Excited to contribute to playbooks, processes, and systems in a scaling startup environment
Experience in change management, customer enablement, or process standardization
Benefits
Competitive top-percentile pay & equity
Unlimited PTO
Health, dental, vision, life, and disability coverage
Bi-annual team offsites (meet your teammates IRL!)
Hybrid work environment (3 days in-office per week)
Opportunity to help define the future of Customer Success at a fast-growing, mission-driven startup
Company
Accord
The Revenue Excellence platform
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$17MKey Investors
Matrix
2023-01-24Series A· $10M
2021-08-18Seed· $1M
2021-02-10Seed· $6M
Leadership Team
Ross Rich
CEO & Co-Founder
Wayne Pan
Fractional CTO
Recent News
BioWorld Financial Watch
2025-06-25
BioWorld Financial Watch
2025-04-16
Company data provided by crunchbase