Customer Success Manager

About this role

<div class="content-intro"><p>Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance. We’re experienced operators and subject-matter experts with a passion for software and building businesses. We partner with founders to help them scale their businesses and realize their companies’ full potential.</p> <p>We look for businesses with strong leadership and high potential for profitable growth, and work together to increase year-over-year revenue, company efficiency, and impact. Cordance envisions that all companies we work with achieve their full potential. We embrace what makes each company great and build on those foundations. We believe in elevating a company as it scales, delivering dignity to the organization and its employees, and sharing a passion for building a legacy.</p></div><p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Position Overview</span></span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"134245418":true,"134245529":true,"201341983":0,"335551550":6,"335551620":6,"335559738":299,"335559739":299,"335559740":240}"> </span></p> <p><span data-contrast="auto"><span data-ccp-parastyle="heading 2">As a Customer Success </span><span data-ccp-parastyle="heading 2">Manager</span><span data-ccp-parastyle="heading 2"> (CSM) at </span><span data-ccp-parastyle="heading 2">Cordance</span><span data-ccp-parastyle="heading 2">, </span><span data-ccp-parastyle="heading 2">you’ll</span><span data-ccp-parastyle="heading 2"> serve as a trusted partner to a defined portfolio of customers, focusing on </span></span><strong><span data-contrast="auto"><span data-ccp-parastyle="heading 2">expansion, price increase, and renewal</span></span></strong><span data-contrast="auto"><span data-ccp-parastyle="heading 2"> initiatives. </span><span data-ccp-parastyle="heading 2">You’ll</span><span data-ccp-parastyle="heading 2"> 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 </span><span data-ccp-parastyle="heading 2">Cordance</span><span data-ccp-parastyle="heading 2">.</span></span> </p> <p><br><span data-contrast="auto"><span data-ccp-parastyle="heading 2">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.</span></span><span data-contrast="auto"> <span data-ccp-parastyle="heading 2">You’ll</span><span data-ccp-parastyle="heading 2"> also collaborate with Account Management and Sales teams to </span><span data-ccp-parastyle="heading 2">identify</span><span data-ccp-parastyle="heading 2"> upsell or cross-sell opportunities that align with customer goals and overall account strategy.</span></span><span data-contrast="auto"> <span data-ccp-parastyle="heading 2">The ideal candidate is proactive, customer-focused, and eager to build a career in Customer Success, contributing directly to </span><span data-ccp-parastyle="heading 2">Cordance’s</span><span data-ccp-parastyle="heading 2"> long-term </span><span data-ccp-parastyle="heading 2">customer and</span><span data-ccp-parastyle="heading 2"> revenue growth.</span></span><span data-ccp-props="{"134233117":false,"134233118":false,"134245418":true,"134245529":true,"201341983":0,"335551550":6,"335551620":6,"335559738":299,"335559739":299,"335559740":240}"> </span></p> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Key Responsibilities</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":299,"335559739":299,"335559740":240}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="15" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Manage a…