Manager - Customer Success

About the role

The Customer Success Manager is a leadership role responsible for building, developing, and leading a high-performing team to deliver exceptional retention, expansion, and customer outcomes. This is a hands-on position where the manager coaches team members, guides strategy, and ensures consistent execution of playbooks and standards across the portfolio. The role requires a leader who is deeply connected to day-to-day operations while maintaining a focus on team performance and professional development.

Responsibilities

• Own team-level GRR, NRR, and expansion targets and hold the team accountable for aggregate performance.
• Maintain a real-time view of the renewal pipeline, at-risk accounts, and expansion opportunities through regular reviews.
• Identify commercial risk early and drive proactive mitigation strategies across the portfolio.
• Ensure every team member has documented account strategies, active success plans, and clear renewal plans.
• Serve as the executive escalation point for critical or complex account situations.
• Manage a team of CSMs, conducting regular 1:1s focused on performance and long-term career development.
• Drive the consistent application and improvement of CS playbooks, processes, and standards.

Required skills

• Customer Success
• Account Management
• People Management
• B2B SaaS
• Commercial Literacy
• Performance Management
• CRM platforms
• Strategic Planning

Nice to have

• Team Lead
• Career Framework Design
• Data Fluency
• Dashboard Design
• Renewal Forecasting

Qualifications

• 8–12 years of experience in Customer Success, Account Management, or Customer Growth in B2B SaaS
• Prior people management experience with direct reports in a customer-facing function

Benefits

• Health insurance
• 401K Plan
• RRSP
• Flexible PTO
• Parental leave
• Monthly remote work stipend

About the Company

Cordance is dedicated to accelerating the growth of vertically focused B2B SaaS companies through acquisition and long-term tactical and financial guidance. They partner with founders to help them scale businesses, increase revenue, and realize their companies' full potential.