Customer Success Manager

Cordance is dedicated to accelerating the growth of B2B SaaS companies through strategic guidance. As a Customer Success Manager, you will manage customer relationships, focusing on retention and expansion initiatives, while collaborating with internal teams to enhance customer satisfaction.

Responsibilities:

• Manage a portfolio of small to mid-sized accounts to ensure successful adoption, engagement, and renewal
• Monitor customer health metrics to identify renewal risks early and take corrective action
• Execute renewal processes with accuracy — including timing, quotes, documentation, and alignment with customer needs
• Partner with leadership to forecast renewals and report on retention performance
• Identify and qualify potential expansion opportunities within assigned accounts
• Support standardized price increase programs, ensuring clear communication and customer alignment
• Leverage CRM and Success software to manage customer metrics, including but not limited to revenue, renewals, and expansion
• Develop and maintain Customer Success Plans with defined adoption goals and metrics
• Conduct regular check-ins and usage reviews to ensure customer engagement and satisfaction
• Address adoption barriers quickly by coordinating with internal teams such as Product, Support, and Operations
• Advocate for customer needs internally, ensuring that Cordance solutions continue to deliver value
• Maintain up-to-date documentation of customer interactions and account plans in CRM systems
• Collaborate cross-functionally with Product, Marketing, and Support to improve the overall customer experience
• Contribute to the continuous improvement of customer lifecycle processes and playbooks

Requirements:

• 1–3 years of experience in Customer Success, Account Management, or Professional Services in a SaaS or tech environment
• Bachelor's degree preferred or equivalent practical experience
• Familiarity with CRM/CS tools (Salesforce, HubSpot, Gainsight, etc.)
• Strong collaboration skills and eagerness to learn
• Experience in B2B SaaS or tech, managing multiple customer accounts and driving retention and adoption
• Experience managing renewals and supporting price increase or expansion initiatives
• Prior Experience with Customer Success tools (Gainsight, ChurnZero, Totango) and CRMs (Salesforce, HubSpot)
• Strong analytical, communication, and presentation skills to translate data into customer insights
• Proven ability to collaborate cross-functionally with Product, Sales, and Support
• Understanding of key CS metrics (NRR, NPS, health scores, GRR) and lifecycle management