Customer Success Manager

🕒 Agosto 26

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

🏆 Sucesso do Cliente

👻 Score fantasma 18%

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Cordance

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2021

🤝 B2B

💳 Fintech

☁️ SaaS

B2B • Fintech • SaaS

Cordance é uma empresa jovem com uma longa história, dedicada a fazer parceria com negócios liderados por fundadores para oferecer suporte financeiro e estratégico ao seu crescimento. Ao aproveitar sua ampla expertise operacional e recursos, a empresa foca em jornadas de crescimento personalizadas para seus parceiros, assegurando que qualidade, talento e cultura sejam preservados. A Cordance busca construir parcerias de longo prazo orientadas para o sucesso sustentável.

Descrição

• Build, develop, and lead a high-performing Customer Success team delivering retention, expansion, and customer outcomes across the portfolio. • Own team-level GRR, NRR, and expansion targets across direct reports' portfolios. • Maintain visibility into renewal pipelines, at-risk accounts, expansion opportunities, and account health through reviews and reporting. • Identify commercial risk early and drive proactive mitigation. • Ensure CSMs maintain documented account strategies, active success plans, and renewal and expansion plans. • Partner with CS Leadership to set targets, forecast performance, and report portfolio-level retention and revenue outcomes. • Serve as executive escalation point for critical or complex account situations. • Ensure consistent application of CS playbooks, processes, and standards; identify gaps and drive improvement. • Develop and operationalize playbooks, renewal frameworks, and success plan standards with CS Leadership. • Manage CSMs with accountability for performance, development, and career progression. • Conduct structured, purposeful 1:1s and provide regular actionable performance feedback. • Maintain individual development plans and create stretch opportunities for high-potential team members. • Address underperformance with clear expectations, documented support plans, and follow-through. • Contribute to hiring decisions, onboarding design, and ramp planning. • Build a feedback-oriented team environment. • Partner cross-functionally with Sales, Product, Finance, Operations, and CS Leadership to align customer strategy with business objectives.

🎯 Requisitos

• 8–12 years of experience in Customer Success, Account Management, or Customer Growth in B2B SaaS. • Demonstrated excellence as an individual contributor in Customer Success, equivalent to CSM 3 or CSM Team Lead performance. • Prior people management experience with direct reports in Customer Success, account management, or a related customer-facing function. • Proven ability to develop Customer Success talent through gap identification, development plans, and feedback producing measurable improvement. • Strong commercial literacy in NRR, GRR, ARR, churn, and expansion mechanics. • Experience managing team performance, setting targets, reviewing pipelines, identifying risk, and driving accountability. • Demonstrated cross-functional influence with Sales, Finance, Product, and Operations. • Strong operational instincts; ability to design and improve team processes, reporting cadences, and playbook execution standards. • Experience with CS and CRM platforms at user and team-management levels. • Exceptional communication skills for difficult feedback, executive conversations, and representing the team. • Preferred: CS Team Lead, pod lead, or senior advisor experience before direct management. • Preferred: Background building or redesigning CS team structures, onboarding programs, or career frameworks. • Preferred: Experience managing CSMs across multiple levels. • Preferred: Strong data fluency in team dashboards, renewal forecasts, and health scoring systems. • Final candidate must be able to pass a background check.

🏖️ Benefícios

• Comprehensive Health Coverage: Coverage begins on your first day of employment. • 401K Plan (US): 1:1 match for the first 3% of contributions and 0.5:1 match for the next 2%; pre-tax and Roth options; eligible the first of the month after 90 days; immediately vested. • RRSP (CAN): 1:1 match for the first 3% of contributions and 0.5:1 match for the next 2%; pre-tax and Roth options; eligible the first of the month after 90 days; immediately vested. • Flexible PTO: Uncapped paid time off. • 12 weeks paid parental leave for all employees. • Monthly remote-work stipend: $75 USD / $140 CAD per month for phone and internet. • Generous Holiday Schedule: Extensive list of holidays.

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