Manager - Customer Success

Job Overview

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.

Job Description

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.

The CS Manager is not a removed administrator. You are a hands-on people leader who is deeply connected to the day-to-day work of your team - present in account reviews, coaching conversations, renewal pipelines, and at-risk escalations.

You understand the team’s accounts well enough to guide strategy, spot risk early, and develop each CSM's capabilities in the context of real work; but do so as a leader and coach, not as an account owner.

The ideal candidate brings mastery of CS execution and is now ready to direct that expertise entirely toward the growth and performance of others.

You are energized by developing people, committed to building scalable team systems, and commercially literate enough to hold the team accountable to the metrics that matter.

Key Responsibilities

• We’re experienced operators and subject-matter experts with a passion for software and building businesses.
• 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.
• 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 The Manager, Customer Success (CS Manager) is a pivotal leadership role within the Customer Success organization.
• Your full professional capacity is invested in one outcome: building, developing, and leading a high-performing CS team that consistently delivers exceptional retention, expansion, and customer outcomes across the portfolio.
• The CS Manager is not a removed administrator.
• You are a hands-on people leader who is deeply connected to the day-to-day work of your team - present in account reviews, coaching conversations, renewal pipelines, and at-risk escalations.

Required Skills and Qualifications

• We’re experienced operators and subject-matter experts with a passion for software and building businesses.
• Key Responsibilities Own team-level GRR, NRR, and expansion targets - accountable for aggregate performance across all direct reports' portfolios Maintain a real-time view of the team's renewal pipeline, at-risk accounts, and expansion opportunities through regular account reviews and reporting Identify commercial risk early across the team's portfolio and drive proactive mitigation - not just flag issues when they surface Ensure every CSM on the team has a documented account strategy, active success plans, and clear renewal and expansion plans for key accounts Partner with CS Leadership to set team targets, forecast performance, and report on retention and revenue outcomes at the portfolio level Serve as the executive escalation point for the most critical or complex account situations within the team's portfolio Own the consistent application of CS playbooks, processes, and standards across the team - identifying where gaps exist and driving improvement Partner with CS Leadership to develop, refine, and operationalize playbooks, renewal frameworks, and success plan standards Manage a team of CSMs across levels with direct accountability for their performance, development, and career progression Conduct regular 1:1s with each direct report - structured, purposeful, and focused on both immediate performance and longer-term development Deliver honest, specific, and actionable performance feedback on a consistent cadence - not just at formal review periods Develop and maintain individual development plans for each direct report, aligned to their career goals, current gaps, and the needs of the team Identify high-potential team members and proactively create stretch opportunities, exposure, and development experiences that accelerate their growth Address underperformance early and directly, with clear expectations, documented support plans, and consistent follow-through Actively contribute to hiring decisions, onboarding design, and ramp planning for new CS team members Build a team environment where feedback flows in both directions - where CSMs feel safe to raise concerns, share ideas, and push back constructively Competencies: People Leadership & Talent Development – Builds and develops a high-performing CS team through structured coaching, actionable feedback, individualized development plans, and clear accountability for performance and career growth.
• Required Qualifications 8–12 years of experience in Customer Success, Account Management, or Customer Growth in B2B SaaS Demonstrated track record of excellence as an individual contributor in CS - equivalent to CSM 3 or CSM Team Lead performance - providing the commercial credibility needed to coach and develop senior CSMs Prior people management experience with direct reports in a CS, account management, or related customer-facing function Proven ability to develop CS talent - identifying gaps, designing development plans, and delivering feedback that produces measurable improvement Strong commercial literacy: fluency in NRR, GRR, ARR, churn, and expansion mechanics and the ability to hold a team accountable to these metrics with depth and confidence Experience managing team performance - setting targets, reviewing pipelines, identifying risk, and driving accountability across a group of individual contributors Demonstrated cross-functional influence: working with Sales, Finance, Product, and Operations to align around customer and revenue outcomes Strong operational instincts - able to design and improve team processes, reporting cadences, and playbook execution standards Experience with CS and CRM platforms at both a user and team-management level Exceptional communication skills - able to give difficult feedback, navigate executive conversations, and represent the team's perspective with authority Preferred Qualifications Experience in a CS Team Lead, pod lead, or senior advisor role before moving into direct management - demonstrating a natural progression through the player-coach model Background building or redesigning CS team structures, onboarding programs, or career frameworks Experience managing CSMs across multiple levels simultaneously - including both early-career and senior team members Strong data fluency: designing team dashboards, renewal forecasts, and health scoring systems that inform management decisions Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies.
• Final candidate must be able to pass a background check.
• To view applicant notices required under federal and state law, please visit:

Benefits and Perks

• 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%.
• Paid Time Off: Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
• Holidays: Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.
• If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Cordance is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.