Manager - Customer Success

The posting, as Cordance wrote it

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.

Position Overview

The Manager, Customer Success (CS Manager) is a pivotal leadership role within the Customer Success organization. Your full professional capacity is invested in one outcome: building, developing, and leading a high-performing CS team that consistently delivers exceptional retention, expansion, and customer outcomes across the portfolio.

The CS Manager is not a removed administrator. You are a hands-on people leader who is deeply connected to the day-to-day work of your team — present in account reviews, coaching conversations, renewal pipelines, and at-risk escalations. You understand the team’s accounts well enough to guide strategy, spot risk early, and develop each CSM's capabilities in the context of real work; but do so as a leader and coach, not as an account owner.

The ideal candidate brings mastery of CS execution and is now ready to direct that expertise entirely toward the growth and performance of others. You are energized by developing people, committed to building scalable team systems, and commercially literate enough to hold the team accountable to the metrics that matter.

Key Responsibilities

• Own team-level GRR, NRR, and expansion targets — accountable for aggregate performance across all direct reports' portfolios
• Maintain a real-time view of the team's renewal pipeline, at-risk accounts, and expansion opportunities through regular account reviews and reporting
• Identify commercial risk early across the team's portfolio and drive proactive mitigation — not just flag issues when they surface
• Ensure every CSM on the team has a documented account strategy, active success plans, and clear renewal and expansion plans for key accounts
• Partner with CS Leadership to set team targets, forecast performance, and report on retention and revenue outcomes at the portfolio level
• Serve as the executive escalation point for the most critical or complex account situations within the team's portfolio
• Own the consistent application of CS playbooks, processes, and standards across the team — identifying where gaps exist an

[…]
: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.

• Paid Time Off:
• Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
• Parental Leave:
• 12 weeks paid leave for all employees.
• Remote Work Support:
• Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.
• Holidays:
• Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.

Join us and be part of a company that values your contributions and well-being from day one!

EEOC & ADA Statement

Cordance and its companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, creed, sex, nationality, ancestry, national origin, disability status, genetics, protected veteran status, affectional or sexual orientation, gender identity or expression, marital status, or any other characteristic protected by federal, state, or local laws.

Cordance and its companies comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Final candidate must be able to pass a background check.

To view applicant notices required under federal and state law, please visit: https://cordance.co/applicant-notices/