Concord is looking to build an entirely new category of AI-powered teammates that 10x the performance of CSMs and the experience for customers by designing and deploying AI-native enablement that acts as a true colleague to their CSMs.
Requirements
- Proficiency with CS platforms (e.g., Gainsight, ChurnZero) and modern CRMs; comfort integrating data across systems
- Strong instructional design and content creation skills—able to make complex workflows simple and usable
- A builder’s mindset—you optimize for what’s possible over what’s typical; you ship and iterate fast
- Data-driven approach to measure enablement impact and improve continuously
- Bonus: experience with contract management or B2B enterprise software; familiarity with LLMs, automations, and MCP‑style connectors
- Using the latest AI models, MCP connectors, and emerging tech
- Working as an engineer + product thinker (not just a process enforcer)
Responsibilities
- Build AI copilots for the CS lifecycle that prepare CSMs before customer meetings, capture every signal during, and coach afterward to accelerate onboarding, adoption, expansion, and renewal.
- Design intelligent onboarding—dynamic checklists, resources, and playbooks that adapt to product usage, persona, and health signals in real time.
- Turn messy data into instant clarity by unifying product telemetry, CRM/CS tools (Gainsight, ChurnZero, etc.), and customer conversations into one actionable surface.
- Spot risk and opportunity before they’re obvious with signal detection and automated routing that nudges the right action at the right moment.
- Ship the next‑gen CS stack—select models, integrations, and automations; implement LMS/knowledge bases/playbook platforms that actually get used.
- Instrument and learn weekly—define the metrics that matter (TTTV, adoption milestones, expansion triggers, renewal risk) and run experiments to move them.
- Choose the tools, use the newest MCP connectors, tap into the latest large language models, and build workflows others will copy years from now.
Other
- 1–3 years in Customer Success enablement, CX operations, or similar SaaS roles
- This role doesn’t exist in most companies yet. In 3–5 years, it will be core to how modern orgs operate. Right now, you get to help define it.
- 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.
- Designing CS systems no one has built before
- Figuring out how to solve problems without being told exactly what to do
