Description
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.
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.
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.
Similar jobs
Est. 80,000 USD
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 experience…
Est. 55,000 GBP
Why Choose Bottomline? Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 tri…
Est. 90,000 USD
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 experience…
Est. 120,000 USD
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 experience…
Est. 150,000 USD
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer…
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer…
Est. 120,000 USD
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer…
Est. 80,000 GBP
CX Transformation Specialist - Product & Experience Location: London (Hybrid) | Practice Area: Product & Experience | Type: Permanent Help leading financial institutions reimagine customer experiences through str…
Est. 25,000 EUR
Why Choose Bottomline? Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 tri…
Est. 85,000 GBP
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer…
Est. 80,000 EUR
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer…
Est. 65,000 GBP
Why Choose Bottomline? Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 tri…
Why Choose Bottomline? Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 tri…
Est. 115,000 USD
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 experience…
Est. 140,000 USD
About Lucid At Lucid, we are creating exceptional mobility experiences through innovation to drive the world forward. Built on Lucid’s proprietary technology and software-defined vehicle architecture, our award-winning v…
Est. 65,000 EUR
THE OPPORTUNITY The way B2B revenue teams operate is fundamentally reshaped by AI and most organizations haven’t caught up yet. The ones that move now won’t just be more efficient; they’ll see things their competitors ca…
The Customer-Centric Planning team is looking for a Sr. Manager, Business Data Analysis to lead our customer insights and analytics function. In this role, you will define the strategic analytics roadmap, manage a team o…
The Customer-Centric Planning team is looking for a Sr. Manager, Business Data Analysis to lead our customer insights and analytics function. In this role, you will define the strategic analytics roadmap, manage a team o…
Est. 115,000 USD
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 experience…
Est. 200,000 USD
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 experience…
About Nebius: Nebius is leading a new era in cloud infrastructure for the global AI economy. We are building a full-stack AI cloud platform that supports developers and enterprises from data and model training through to…
Est. 140,000 USD
About Nebius: Nebius is leading a new era in cloud infrastructure for the global AI economy. We are building a full-stack AI cloud platform that supports developers and enterprises from data and model training through to…
Est. 85,000 USD
AccuWeather is expanding its Marketing team and looking a Go-to-Market & Industry Marketing Manager to join its growing team. The Go-to-Market & Industry Marketing Manager supports the execution of AccuWeather's…
Est. 85,000 USD
Business Applications Specialist (Brazilian Portuguese Speaking) Location: Orlando, FL Practice Area: Corporate Services Department: Global Internal Applications Type: Permanent Support the systems that power our global…
Est. 140,000 USD
About Nebius: Nebius is leading a new era in cloud infrastructure for the global AI economy. We are building a full-stack AI cloud platform that supports developers and enterprises from data and model training through to…
Est. 152,500 USD
About SRS Acquiom SRS Acquiom delivers the smartest way to run a deal™ through a platform and services designed to help deal parties manage complex M&A and loan agency transactions more efficiently. Based in Denver,…
Who We Are VML is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and award-winning human-firs…
About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore…
Who We Are VML is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and award-winning human-firs…
Who We Are VML is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and award-winning human-firs…