[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Cordance is dedicated to accelerating the growth of B2B SaaS companies through acquisition and long-term guidance. As a Customer Success Manager II, you will manage a portfolio of mid to large-sized customers, focusing on renewal, expansion, and ensuring customers achieve measurable value from their partnership with Cordance.ResponsibilitiesOwn renewal processes end-to-end for assigned customers, ensuring proactive communication, accurate forecasting, and timely closureLead renewal strategy discussions with customers and internal stakeholdersMonitor customer health to anticipate churn risks and implement prevention plansIdentify, qualify, and close small to mid-level expansion opportunities, including upsells and cross-sellsPartner with Sales or Account Management on multi-product or complex expansion motionsExecute annual price increase communications with confidence and clarityTrack expansion and renewal performance, ensuring revenue targets are metConduct Executive Business Reviews (EBRs) that showcase measurable ROIBuild trusted relationships with key decision-makers and influencersServe as the voice of the customer in internal discussions with Product, Support, Operations, and LeadershipMaintain disciplined use of CRM and Customer Success platforms for tracking account plans, health, and renewalsMentor team members on best practices and playbook executionContribute to process improvement initiatives that enhance efficiency and scalabilitySkills3–7 years in Customer Success or Account Management roles within SaaS or enterprise software environmentsProven track record of driving customer adoption, retention, and growth across a portfolio of B2B clientsStrong communication and relationship-building skills, with the ability to engage effectively across all organizational levels — from end users to C-suiteDemonstrated ability to translate complex technical capabilities into clear business outcomesAnalytical mindset with experience in data-driven decision-making and customer health monitoring tools (e.g., Gainsight, Totango, or equivalent)Comfortable managing multiple customers and priorities in a dynamic, fast-paced environmentExceptional presentation, organizational, and project management skillsBachelor's degree required; MBA or relevant certifications (CSM, PMP, etc.) preferredExperience managing strategic or enterprise-level accounts with measurable impact on retention and growthFamiliarity with executive relationship management, EBR, and value realization frameworksSkilled in data-driven customer insights and success metrics such as NRR, adoption, and health scoringStrong understanding of change management, customer journey mapping, and renewal strategyBackground in SaaS optimization, process improvement, or customer enablement programsBenefitsComprehensive 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.Company OverviewCordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies. It was founded in 2021, and is headquartered in Raleigh, North Carolina, USA, with a workforce of 501-1000 employees. Its website is https://cordance.co/.