Customer Success Manager

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 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.

• Manage a portfolio of small to mid‑size 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.
• 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 elevate. 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…