Customer Success Manager

As a Customer Success Manager II (CSM II) at Cordance, you will manage a portfolio of mid to large-sized customers, serving as the primary partner responsible for renewal, expansion, and price increase strategy execution. You will play a key role in driving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) by ensuring customers realize measurable value, achieve adoption milestones, and continue expanding their partnership with Cordance. 

The ideal candidate combines strong customer advocacy with a data-driven approach to retention and growth. You will collaborate cross-functionally to drive adoption, deepen account relationships, and identify opportunities for commercial growth. The CSM II role represents the intermediate level of our CSM progression, blending tactical delivery with strategic influence across customers’ lifecycle stages. 

Key Responsibilities 

• Own renewal processes end-to-end for assigned customers, ensuring proactive communication, accurate forecasting, and timely closure. 

• Lead renewal strategy discussions with customers and internal stakeholders. 

• Monitor customer health to anticipate churn risks and implement prevention plans. 

• Identify, qualify, and close small to mid-level expansion opportunities, including upsells and cross-sells. 

• Partner with Sales or Account Management on multi-product or complex expansion motions. 

• Execute annual price increase communications with confidence and clarity. 

• Track expansion and renewal performance, ensuring revenue targets are met. 

• Conduct Executive Business Reviews (EBRs) that showcase measurable ROI. 

• Build trusted relationships with key decision-makers and influencers. 

• Serve as the voice of the customer in internal discussions with Product, Support, Operations, and Leadership. 

• Maintain disciplined use of CRM and Customer Success platforms for tracking account plans, health, and renewals. 

• Mentor team members on best practices and playbook execution. 

• Contribute to process improvement initiatives that enhance efficiency and scalability. 

Competencies 

• Strategic Customer Partnership: Builds deep, trusted relationships with customer executives and stakeholders. Understands business objectives and aligns Cordance solutions to deliver measurable value, ROI, and long-term growth. 

• Business and Analytical Acumen: Connects customer data, health metrics, and product usage to business outcomes. Uses insights to drive proactive engagement, improve adoption, and identify expansion opportunities. 

• AI Application:  Applies AI strategically to enhance customer outcomes, improve productivity, and inform data-driven decisions. 

• Communication and Influence: Engages confidently with senior stakeholders, leading value-based conversations and EBR. Communicates complex concepts clearly and persuasively, influencing decisions without direct authority. 

• Operational Excellence: Manages a portfolio of customers with precision, consistency, and strong follow-through. Maintains clear success plans, milestones, and documentation while driving cross-functional accountability. 

•  Product and Technical Proficiency: Understands the Cordance platform and ecosystem deeply enough to advise on best practices and optimizations. Translates technical capabilities into business impact. 

• Growth and Expansion Mindset: Proactively identifies opportunities for upsells, cross-sells, and renewals by understanding customer roadmaps and pain points. Positions expansion as a natural extension of customer success. 

•  Leadership and Collaboration: Acts as the customer’s advocate internally Collaborates seamlessly with Sales, Product, and Support while mentoring junior team members and sharing best practices. 

Required Qualifications  

• 3–7 years in Customer Success or Account Management roles within SaaS or enterprise software environments. 

• Proven track record of driving customer adoption, retention, and growth across a portfolio of B2B clients. 

• Strong communication and relationship-building skills, with the ability to engage effectively across all organizational levels — from end users to C-suite. 

• Demonstrated ability to translate complex technical capabilities into clear business outcomes. 

• Analytical 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 environment. 

• Exceptional presentation, organizational, and project management skills. 

• Bachelor's degree required; MBA or relevant certifications (CSM, PMP, etc.) preferred. 

Preferred Qualifications 

• Experience managing strategic or enterprise-level accounts with measurable impact on retention and growth. 

• Familiarity with executive relationship management, EBR, and value realization frameworks. 

• Skilled in data-driven customer insights and success metrics such as NRR, adoption, and health scoring. 

• Strong understanding of change management, customer journey mapping, and renewal strategy. 

• Background in SaaS optimization, process improvement, or customer enablement programs.