Customer Success Manager

Remote from: USA
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 18 Jun 2026
Apply before: 18 Jul 2026
Experience level: Midweight
Views / Applies: 91 / 24

We support successful, founder-run businesses with a financial and strategic boost to grow without sacrificing quality, talent, or culture.

Computer Software
2021

Actively Hiring

AI Summary

Cordance seeks a Customer Success Manager to manage a portfolio of small to mid-sized B2B SaaS accounts. The role focuses on driving renewals, expansion, and price increases while ensuring customer satisfaction and value realization. Key responsibilities include monitoring health metrics, executing renewal processes, and collaborating with internal teams. The ideal candidate is proactive, customer-focused, and eager to grow within the company. This role is part of the Expansion, Price Increase, and Renewals track, contributing directly to revenue retention.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires managing multiple accounts, identifying renewal risks, and coordinating with internal teams, which is standard for a CSM position. It is not entry-level but also not highly specialized, hence a 3.

Salary Analysis

AI Insight The job posting does not specify a salary, but for a Customer Success Manager in the US, the typical market range is $60,000 to $120,000 annually. The median is around $85,000, which is competitive for a mid-level role in this field.

Key Skills

Customer Success Account Management Retention SaaS CRM Renewals Expansion Communication Problem Solving Collaboration

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Customer Success Manager position at Cordance. With a strong background in managing customer relationships and driving retention in B2B SaaS environments, I am confident in my ability to contribute to your team. My experience includes monitoring health metrics, executing successful renewals, and collaborating cross-functionally to ensure customer satisfaction.

I am particularly drawn to Cordance's focus on long-term tactical guidance and partnership with founders. I have a proven track record of identifying expansion opportunities and implementing price increase programs while maintaining strong customer relationships. My proactive problem-solving skills and ability to communicate empathetically align well with your requirements.

I look forward to the opportunity to discuss how my skills can support Cordance's growth and customer success initiatives. Thank you for your consideration.

Possible Interview Questions

How do you prioritize accounts in your portfolio to ensure timely renewals and identify expansion opportunities?

I segment accounts based on health metrics like usage, engagement, and risk scores. I use a tiered approach: high-value or at-risk accounts get more frequent check-ins. I also set quarterly goals for each account, tracking progress in CRM to ensure timely renewals and identify upsell signals.

Describe a time when you turned around a dissatisfied customer. What steps did you take?

I had a customer who was unhappy with product features. I listened to their concerns, empathized, and coordinated with the product team to provide a workaround. I also created a customized success plan with milestones. Regular follow-ups ensured their satisfaction improved, and they eventually renewed and expanded.

How would you handle a situation where a customer is considering not renewing due to budget constraints?

I would first understand their core needs and how our product delivers value. Then, I'd explore options like a smaller package, payment plans, or highlighting ROI. I'd involve our sales team if needed. The goal is to preserve the relationship while finding a mutually beneficial solution.

What metrics do you consider most important for measuring customer health in a B2B SaaS environment?

Key metrics include product usage frequency, feature adoption, support ticket volume, Net Promoter Score (NPS), and renewal likelihood. I also track time-to-value and customer engagement with success plays. These help identify at-risk accounts early.

How do you collaborate with sales and product teams to drive expansion and improve customer experience?

I hold regular syncs with sales to share customer insights and identify upsell opportunities. With product, I relay feature requests and pain points. I also participate in cross-functional meetings to align on customer lifecycle strategies and ensure a seamless customer journey.

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

As a Customer Success Manager (CSM) at Cordance, you’ll serve as a trusted partner to a defined portfolio of customers, focusing on expansion, price increase, and renewal initiatives. You’ll play a vital role in driving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) by ensuring customers continue to see measurable value, adopt best practices, and strengthen their long-term partnership with Cordance.

This role is part of our Expansion, Price Increase, and Renewals track that is dedicated to deepening customer relationships, supporting value realization, and executing seamless, data-informed renewal processes. You’ll also collaborate with Account Management and Sales teams to identify upsell or cross-sell opportunities that align with customer goals and overall account strategy. The ideal candidate is proactive, customer-focused, and eager to build a career in Customer Success, contributing directly to Cordance’s long-term customer and revenue growth.

Key Responsibilities

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.

Competencies

Customer Partnership: Builds strong, trust-based relationships with customers, focused on driving measurable business outcomes and long-term value realization.

Communication and Empathy: Communicates clearly, professionally, and empathetically with customers and internal teams. Listens actively and adapts messaging to different audiences.

Proactive Problem Solving: Anticipates challenges or risks before they escalate. Acts quickly to address adoption barriers or satisfaction issues, coordinating internal resources effectively.

Product and Technical Acumen: Willing to learn and understand Cordance’s platform(s) deeply enough to guide best practices, troubleshoot basic issues, and translate customer needs into actionable feedback for the Product team.

Foundational AI Literacy: Demonstrates a basic understanding of AI concepts and uses AI tools to support daily customer success tasks.

Organization and Execution: Manages multiple accounts, touchpoints, and priorities with precision. Uses CRM and CS tools to maintain visibility, consistency, and accountability.

Results Orientation and Accountability: Owns customer outcomes through measures success such as customer retention, satisfaction, and achieved objectives.

Growth and Continuous Learning: Demonstrates curiosity and drive to improve skills, processes, and customer impact. Seeks feedback and applies learnings to strengthen performance.

Required Qualifications

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.

Preferred Qualifications

Experience in B2B SaaS or tech, managing multiple customer accounts and driving retention and adoption.

Experience managing renewals and supporting price increase or expansion initiatives.

Prior Experience with Customer Success tools (Gainsight, ChurnZero, Totango) and CRMs (Salesforce, HubSpot).

Strong analytical, communication, and presentation skills to translate data into customer insights.

Proven ability to collaborate cross-functionally with Product, Sales, and Support.

Understanding of key CS metrics (NRR, NPS, health scores, GRR) and lifecycle management.

Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies.

Why Join Us?

At Cordance, we believe in taking care of our team members. When you join us, you’ll enjoy a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:

Health and Wellness:
- Comprehensive Health Coverage: Coverage begins on your first day of employment.
Retirement Savings:
- 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.
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.