[Remote] Customer Success Manager

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 acquisition and long-term guidance. As a Customer Success Manager II, you will manage a portfolio of mid to large-sized customers, focusing on renewal, expansion, and ensuring customers achieve measurable value from their partnership with Cordance.

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
• Identify, qualify, and close small to mid-level expansion opportunities, including upsells and cross-sells
• Partner with Sales or Account Management on multi-product or complex expansion motions
• Execute annual price increase communications with confidence and clarity
• Track expansion and renewal performance, ensuring revenue targets are met
• Conduct Executive Business Reviews (EBRs) that showcase measurable ROI
• Build trusted relationships with key decision-makers and influencers
• Serve as the voice of the customer in internal discussions with Product, Support, Operations, and Leadership
• Maintain disciplined use of CRM and Customer Success platforms for tracking account plans, health, and renewals
• Mentor team members on best practices and playbook execution
• Contribute to process improvement initiatives that enhance efficiency and scalability

Skills

• 3–7 years in Customer Success or Account Management roles within SaaS or enterprise software environments
• Proven track record of driving customer adoption, retention, and growth across a portfolio of B2B clients
• Strong communication and relationship-building skills, with the ability to engage effectively across all organizational levels — from end users to C-suite
• Demonstrated ability to translate complex technical capabilities into clear business outcomes
• Analytical mindset with experience in data-driven decision-making and customer health monitoring tools (e.g., Gainsight, Totango, or equivalent)
• Comfortable managing multiple customers and priorities in a dynamic, fast-paced environment
• Exceptional presentation, organizational, and project management skills
• Bachelor's degree required; MBA or relevant certifications (CSM, PMP, etc.) preferred
• Experience managing strategic or enterprise-level accounts with measurable impact on retention and growth
• Familiarity with executive relationship management, EBR, and value realization frameworks
• Skilled in data-driven customer insights and success metrics such as NRR, adoption, and health scoring
• Strong understanding of change management, customer journey mapping, and renewal strategy
• Background in SaaS optimization, process improvement, or customer enablement programs

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.

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