[Hiring] Customer Success Manager @Cordance

Role Description

As a Customer Success Manager (CSM) at Cordance, you’ll serve as a trusted partner to a defined portfolio of customers, focusing on expansion, price increase, and renewal initiatives. You’ll play a vital role in driving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) by ensuring customers continue to see measurable value, adopt best practices, and strengthen their long-term partnership with Cordance.

This role is part of our Expansion, Price Increase, and Renewals track that is dedicated to deepening customer relationships, supporting value realization, and executing seamless, data-informed renewal processes. You’ll also collaborate with Account Management and Sales teams to identify upsell or cross-sell opportunities that align with customer goals and overall account strategy.

The ideal candidate is proactive, customer-focused, and eager to build a career in Customer Success, contributing directly to Cordance’s long-term customer and revenue growth.

Key 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.

Competencies

• Customer Partnership: Builds strong, trust-based relationships with customers, focused on driving measurable business outcomes and long-term value realization.
• Communication and Empathy: Communicates clearly, professionally, and empathetically with customers and internal teams. Listens actively and adapts messaging to different audiences.
• Proactive Problem Solving: Anticipates challenges or risks before they escalate. Acts quickly to address adoption barriers or satisfaction issues, coordinating internal resources effectively.
• Product and Technical Acumen: Willing to learn and understand Cordance's platform(s) deeply enough to guide best practices, troubleshoot basic issues, and translate customer needs into actionable feedback for the Product team.
• Foundational AI Literacy: Demonstrates a basic understanding of AI concepts and uses AI tools to support daily customer success tasks.
• Organization and Execution: Manages multiple accounts, touchpoints, and priorities with precision. Uses CRM and CS tools to maintain visibility, consistency, and accountability.
• Results Orientation and Accountability: Owns customer outcomes through measures success such as customer retention, satisfaction, and achieved objectives.
• Growth and Continuous Learning: Demonstrates curiosity and drive to improve skills, processes, and customer impact. Seeks feedback and applies learnings to strengthen performance.

Qualifications

• 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.

Preferred Qualifications

• 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.

Benefits

• Comprehensive Health Coverage: Coverage begins on your first day of employment.
• 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
• RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
• Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
• 12 weeks paid leave for all employees.
• Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.
• Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.