Customer Success Manager

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      "role": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><b><strong style=\"background-color:inherit;white-space:pre-wrap;\">Be the voice of customer success for the AI era</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><span style=\"white-space:pre-wrap;\">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.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><span style=\"white-space:pre-wrap;\">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.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:13.5pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><b><strong style=\"background-color:inherit;font-size:11pt;white-space:pre-wrap;\">This role is not for you if…</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><span style=\"white-space:pre-wrap;\">If you’re looking for:</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><span style=\"white-space:pre-wrap;\">A well-documented playbook to follow from day one</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><span style=\"white-space:pre-wrap;\">A job focused narrowly on ticket resolution or administration</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><span style=\"white-space:pre-wrap;\">Incremental tweaks to processes someone else designed</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><span style=\"white-space:pre-wrap;\">Outdated, unchanging tools and workflows</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><span style=\"white-space:pre-wrap;\">…then this role will frustrate you.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><b><strong style=\"background-color:inherit;font-size:11pt;white-space:pre-wrap;\">This role is for you if…</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><span style=\"white-space:pre-wrap;\">You thrive on:</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><span style=\"white-space:pre-wrap;\">Building strong, trusted relationships with customers through proactive engagement</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><span style=\"white-space:pre-wrap;\">Figuring out how to solve problems without being told exactly what to do</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><span style=\"white-space:pre-wrap;\">Using modern SaaS platforms and AI-driven tools to deliver a superior customer experience</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><span style=\"white-space:pre-wrap;\">Acting as both a strategic advisor and problem solver, not just a process enforcer</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><span style=\"white-space:pre-wrap;\">Continuously improving customer outcomes through testing, learning, and iteration</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><b><strong style=\"background-color:inherit;font-size:11pt;white-space:pre-wrap;\">About the role</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><span style=\"white-space:pre-wrap;\">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.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><b><strong style=\"white-space:pre-wrap;\">What you’ll drive (missions, not chores)</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:16px 0px;line-height:1.38;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">Lead onboarding journeys that ensure customers realize value quickly</span></li><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">Build strong long-term relationships through quarterly reviews, training workshops, and proactive outreach</span></li><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">Manage customer support inquiries with speed and empathy via our ticketing system</span></li><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">Identify expansion opportunities within existing accounts and collaborate with sales teams on growth</span></li><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">Report on customer KPIs and health metrics weekly, providing actionable insights to leadership</span></li><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">Gather and relay customer feedback to product, engineering, and support teams</span></li><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">Actively participate in the respect of all the company's security practices and policies.</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;\"><b><strong style=\"white-space:pre-wrap;\">What you'll bring</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:16px 0px;line-height:1.38;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">3+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role</span></li><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">Experience using AI tools in Customer Success&nbsp;</span></li><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">Strong communication and relationship-building skills, able to engage at all organizational levels</span></li><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">Proven ability to collaborate cross-functionally with sales, product, and engineering teams</span></li><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">Strong technical and computer literacy, with comfort navigating SaaS tools and CRMs</span></li><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">Excellent organization and time management, able to balance multiple accounts and priorities</span></li><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">Based in Austin, TX (in-office role)</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;\"><b><strong style=\"white-space:pre-wrap;\">Why this is different</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:16px 0px;line-height:1.38;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">You’ll work with AI tools and Customer Success practices most companies won’t touch for years</span></li><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">Your “colleagues” will include AI-powered teammates that amplify your work</span></li><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">The playbook isn’t written—you’ll help invent it</span></li><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">The impact is immediate: what you build with customers directly drives adoption, retention, and growth</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;\"><b><strong style=\"white-space:pre-wrap;\">Important Info</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:16px 0px;line-height:1.38;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">Location: Austin, TX </span></li><li style=\"margin:0px;font-size:11pt;line-height:1.38;text-align:start;\"><span style=\"white-space:pre-wrap;\">This role is </span><b><strong style=\"background-color:inherit;white-space:pre-wrap;\">full‑time in‑office</strong></b><span style=\"white-space:pre-wrap;\"> at our Austin HQ (Northwest Hills)</span></li></ul>",
      "company": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:5pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;\"><b><strong style=\"font-size:12pt;white-space:pre-wrap;\">About Concord</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;\"><span style=\"font-size:12pt;white-space:pre-wrap;\">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.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;\"><span style=\"font-size:12pt;white-space:pre-wrap;\">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.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;\"><span style=\"font-size:12pt;white-space:pre-wrap;\">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.</span></p>"
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