Customer Success Manager

🕒 August 26

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

👻 Ghost score 19%

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Cordance

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2021

🤝 B2B

💳 Fintech

☁️ SaaS

B2B • Fintech • SaaS

Cordance is a young company with a long history, dedicated to partnering with founder-run businesses to provide financial and strategic support for their growth. Leverage their extensive operational expertise and resources, they focus on customized growth journeys for their partners, ensuring that quality, talent, and culture are preserved. Cordance aims to build long-term partnerships geared towards sustainable success.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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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