Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
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.
Company Overview