Cordance · 9 hours ago
Customer Success Manager
United States
Full-time
Remote
Entry, Mid Level
1+ years expCordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies. As a Customer Success Manager, you will manage a portfolio of customers, ensuring their successful adoption, engagement, and renewal while driving revenue retention and expansion initiatives.
SaaSSoftware
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
Qualification
Required
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
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
Company
Cordance
Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Jeffrey Schwimer
Co-founder, Head of M&A
Eric Wood
Chief Technology Officer
Recent News
Prolific North
2025-10-11
BioWorld Financial Watch
2025-01-28
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