AI Customer Success Architect

Be the architect of AI‑powered customer outcomes for the CS org of tomorrow.

AI is rewriting the rules of business—and Customer Success is next. At Concord, we’re not just automating; we’re building an entirely new category: AI‑powered teammates that 10x the performance of CSMs and the experience for customers.

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.

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, 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.

This role is not for you if…

If you’re looking for:

A well‑documented playbook to follow from day one

A job focused on narrow, administrative work

Incremental tweaks to systems someone else designed

Outdated, unchanging tools and workflows

…then this role will frustrate you.

This role is for you if…

You thrive on:

Designing CS systems no one has built before

Figuring out how to solve problems without being told exactly what to do

Using the latest AI models, MCP connectors, and emerging tech

Working as an engineer + product thinker (not just a process enforcer)

Rapid prototyping, testing, and improving every week

About the role

As our AI Customer Success Architect (reporting to the CEO), you’ll design and deploy AI‑native enablement that acts as a true colleague to our CSMs. Your systems will eliminate admin work, surface signals before humans even ask, and coach people in real time—so onboarding is flawless, adoption compounds, and retention follows.

You’ll choose the tools, use the newest MCP connectors, tap into the latest large language models, and build workflows others will copy years from now.

What you’ll drive (missions, not chores)

• 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.

What you bring

• 1–3 years in Customer Success enablement, CX operations, or similar SaaS roles
• 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

Why this is different

• You’ll work with AI tools most companies won’t touch for years
• Your “colleagues” will include AI agents you helped design
• The playbook isn’t written—you get to invent it
• The impact is immediate: what you build directly amplifies Customer Success output and customer outcomes

Important information:

• Location: Austin, TX. This role is full‑time in‑office at our Austin HQ (Northwest Hills)

If you’ve been waiting for your moment to shape the AI revolution in Customer Success—this is your boarding call.