Cordance

Customer Success Manager

Cordance

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Junior

About the role

  • 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.

Requirements

  • 1–3 years of experience in Customer Success, Account Management, or Professional Services in a SaaS or tech environment.
  • Bachelor’s degree preferred or equivalent practical experience.
  • Familiarity with CRM/CS tools (Salesforce, HubSpot, Gainsight, etc.).
  • Strong collaboration skills and eagerness to learn.
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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer health metricsrenewal processescustomer success plansadoption goalsusage reviewsdocumentation of customer interactionscustomer lifecycle processes
Soft Skills
collaborationcommunicationcustomer advocacyproblem-solvingeagerness to learn
Certifications
Bachelor’s degree