Customer Success Manager

About this role

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.

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.

As a Customer Success Manager II (CSM II) at Cordance, you will manage a portfolio of mid to large-sized customers, serving as the primary partner responsible for renewal, expansion, and price increase strategy execution. You will play a key role in driving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) by ensuring customers realize measurable value, achieve adoption milestones, and continue expanding their partnership with Cordance.

The ideal candidate combines strong customer advocacy with a data-driven approach to retention and growth. You will collaborate cross-functionally to drive adoption, deepen account relationships, and identify opportunities for commercial growth. The CSM II role represents the intermediate level of our CSM progression, blending tactical delivery with strategic influence across customers’ lifecycle stages.

Key Responsibilities

• Own renewal processes end-to-end for assigned customers, ensuring proactive communication, accurate forecasting, and timely closure.

• Lead renewal strategy discussions with customers and internal stakeholders.

• Monitor customer health to anticipate churn risks and implement prevention plans.