Manager - Customer Success

About the role

The Manager, Customer Success is a leadership role responsible for building and developing a high-performing team that delivers exceptional retention, expansion, and customer outcomes. This is a hands-on position where you will coach team members, manage renewal pipelines, and drive strategic account initiatives. You will act as an executive escalation point and partner with leadership to operationalize playbooks and ensure the team meets its commercial targets.

Responsibilities

• Own team-level GRR, NRR, and expansion targets and hold direct reports accountable for aggregate performance.
• Maintain a real-time view of renewal pipelines, 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 maintains documented account strategies, success plans, and renewal frameworks.
• Serve as the executive escalation point for critical or complex account situations.
• Manage a team of CSMs, conducting regular 1:1s focused on performance, career development, and actionable feedback.
• Contribute to hiring, onboarding design, and ramp planning for new team members.

Required skills

• Customer Success
• Account Management
• B2B SaaS
• People Management
• Performance Management
• Commercial Literacy
• NRR
• GRR
• ARR
• Churn Management
• CRM platforms
• Strategic Planning

Nice to have

• Team Lead experience
• Building CS structures
• Onboarding program design
• Data visualization
• Dashboard design
• Renewal forecasting
• Health scoring systems

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 accelerates the growth of vertically focused B2B SaaS companies through acquisition and long-term tactical and financial guidance. They partner with founders to scale businesses, increase revenue, and improve operational efficiency.