Customer Success Manager

Cordance

Customer Success Manager at Cordance focusing on customer portfolio management and retention. Collaborating with teams to drive growth and engagement across a defined customer base.

Posted 4/15/2026full-timeBoston • Massachusetts • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer health metricsrenewal processescustomer success plansadoption goalsusage reviewscustomer lifecycle processes

Soft Skills

collaborationcommunicationcustomer advocacyproblem-solvingeagerness to learn

Certifications

Bachelor’s degree