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. If you like moving fast, using the newest models, and solving problems no one has solved yet—you’ll thrive here. If you need detailed playbooks and predictable tasks… probably not. Be the voice of customer success for the AI era Customer Success is being redefined—and Concord is leading the way. At Concord, we’re not just supporting customers, we’re reimagining how they succeed with the help of AI-powered teammates that amplify the performance of CSMs and transform customer experiences. This role is at the heart of that transformation. In most companies, CSMs focus only on support and retention. Here, you’ll help define what the next generation of Customer Success looks like—balancing relationship building, enablement, and AI-driven insights to deliver outcomes that scale. This role is not for you if… If you’re looking for: A well-documented playbook to follow from day one A job focused narrowly on ticket resolution or administration Incremental tweaks to processes someone else designed Outdated, unchanging tools and workflows …then this role will frustrate you. This role is for you if… You thrive on: Building strong, trusted relationships with customers through proactive engagement Figuring out how to solve problems without being told exactly what to do Using modern SaaS platforms and AI-driven tools to deliver a superior customer experience Acting as both a strategic advisor and problem solver, not just a process enforcer Continuously improving customer outcomes through testing, learning, and iteration About the role 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. What you’ll drive (missions, not chores) 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 Actively participate in the respect of all the company's security practices and policies. What you'll bring 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) Why this is different 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 drive