Cordance

Account Manager

• Own executive-level relationships within assigned territories.
• Lead strategic business reviews demonstrating value and ROI.
• Advocate for customer needs internally.
• Own renewals end-to-end including forecasting and negotiation.
• Identify and mitigate churn risk.
• Lead value-based pricing and expansion discussions.
• Identify upsell and expansion opportunities.
• Drive expanded adoption across housing and residence life functions.
• Represent eRezLife at regional and national housing associations.
• Present at conferences and industry events.
• Travel as needed for customer and association engagement.
• Participate in the onboarding and adoption process for clients.
• Translate customer feedback into product insights and recommendations.
• Maintain CRM discipline and contribute to marketing efforts.

Customer Success, Account Manager

Implementation Specialist

• Own the full onboarding lifecycle — from requirements gathering to post-launch review — ensuring timelines, milestones, and deliverables are met.
• Partner with customers to identify use cases, workflows, and success criteria that guide system configuration and setup.
• Manage data imports, integrations, and custom configurations to ensure systems align with customer needs.
• Collaborate with internal product, engineering, and support teams to troubleshoot issues and optimize implementation processes.
• Identify recurring onboarding challenges and propose scalable, repeatable solutions to improve efficiency and quality.
• Track and report implementation metrics, customer satisfaction, and launch readiness across projects.
• Be a voice of the customer in internal discussions, influencing roadmap priorities and process improvements.

Customer Success Manager

• Manage a portfolio of small to mid-sized 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.

• Serve as the primary relationship owner for a portfolio of mid-market and enterprise accounts.
• Build trust and alignment with decision-makers and day-to-day champions across customer organizations.
• Proactively manage contract renewals to ensure consistent customer satisfaction and retention.
• Anticipate risks, identify at-risk accounts early, and execute mitigation strategies to maintain long-term relationships.
• Identify expansion opportunities within your book of business by uncovering additional use cases, products, or features that deliver ROI.
• Partner with Sales Leadership and Marketing to design and execute targeted account growth campaigns.
• Develop detailed account plans that track health, usage, renewal timelines, and growth potential.
• Leverage CRM data and customer insights to prioritize opportunities and plan proactive engagement.
• Deeply understand customer goals, challenges, and success metrics.
• Position Cordance solutions to drive measurable business outcomes, acting as a strategic advisor rather than a transactional contact.
• Work closely with Customer Success, Sales Leadership, and Marketing to deliver coordinated value and seamless customer experiences.
• Share actionable feedback with Product and Marketing to inform go-to-market and customer engagement strategies.
• Maintain accurate forecasts and renewal tracking within HubSpot (primary CRM across BUs).
• Drive operational excellence through consistent pipeline visibility and disciplined communication.