Customer Success Manager chez Concordnow

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.

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, playing with 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.

If you want to shape an entire industry, work with AI tools before they become commoditized, and build solutions that others will copy in 3–5 years—this role is for you.

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Outdated, unchanging tools and workflows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.

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

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.