[Hiring] Customer Success & Account Manager @Cordance

Role Description

The Customer Success & Account Manager is a strategic, relationship-driven role responsible for owning customer retention, renewal, expansion, and long-term value realization across a portfolio of mid-market and enterprise higher education clients.

• Own executive-level relationships within assigned territories.
• Lead strategic business reviews demonstrating value and ROI.
• Advocate for customer needs internally.
• Own renewals end-to-end including forecasting and negotiation.
• Identify and mitigate churn risk.
• Lead value-based pricing and expansion discussions.
• Identify upsell and expansion opportunities.
• Drive expanded adoption across housing and residence life functions.
• Represent eRezLife at regional and national housing associations.
• Present at conferences and industry events.
• Travel as needed for customer and association engagement.
• Participate in the onboarding and adoption process for clients.
• Translate customer feedback into product insights and recommendations.
• Maintain CRM discipline and contribute to marketing efforts.

Qualifications

• 5–8+ years combined experience in Customer Success, Account Management, and Residence Life/Housing.
• Proven success with task and project management.
• Proven ability to retain an existing customer base and optimize the customer experience, fueling increases to ARR targets.
• Strong executive presence and presentation skills.

Requirements

• Residence life or housing operations experience.
• Experience with systems like Salesforce, HubSpot, MailChimp, Subskribe, and Canva.
• Conference presentations and association involvement.
• Willingness to travel.

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.