Customer Success Manager

Position Overview 

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. 

Required 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.