{"id":326562,"url":"https://alion.io/job/cordance-manager-customer-success","title":"Manager - Customer Success","company":{"id":8742,"name":"Cordance","domain":"cordance.com","url":"https://alion.io/company/cordance","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":90000,"max_usd":165000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":399},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-26T21:34:30Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-11-12T02:34:18Z","board_verified":true,"closed_at":null,"days_open":77,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":77},"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.\nWe 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.\nPosition Overview \nThe 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. \nThe 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. \nThe 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. \nKey Responsibilities \nOwn team-level GRR, NRR, and expansion targets - accountable for aggregate performance across all direct reports' portfolios \nMaintain a real-time view of the team's renewal pipeline, at-risk accounts, and expansion opportunities through regular account reviews and reporting \nIdentify commercial risk early across the team's portfolio and drive proactive mitigation - not just flag issues when they surface \nEnsure every CSM on the team has a documented account strategy, active success plans, and clear renewal and expansion plans for key accounts \nPartner with CS Leadership to set team targets, forecast performance, and report on retention and revenue outcomes at the portfolio level \nServe as the executive escalation point for the most critical or complex account situations within the team's portfolio \nOwn the consistent application of CS playbooks, processes, and standards across the team - identifying where gaps exist and driving improvement \nPartner with CS Leadership to develop, refine, and operationalize playbooks, renewal frameworks, and success plan standards \nManage a team of CSMs across levels with direct accountability for their performance, development, and career progression \nConduct regular 1:1s with each direct report - structured, purposeful, and focused on both immediate performance and longer-term development \nDeliver honest, specific, and actionable performance feedback on a consistent cadence - not just at formal review periods \nDevelop and maintain individual development plans for each direct report, aligned to their career goals, current gaps, and the needs of the team \nIdentify high-potential team members and proactively create stretch opportunities, exposure, and development experiences that accelerate their growth \nAddress underperformance early and directly, with clear expectations, documented support plans, and consistent follow-through \nActively contribute to hiring decisions, onboarding design, and ramp planning for new CS team members \nBuild a team environment where feedback flows in both directions - where CSMs feel safe to raise concerns, share ideas, and push back constructively \nCompetencies: \nPeople 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. \nCommercial & Retention Leadership - Owns team-level GRR, NRR, retention, and expansion outcomes, ensuring CSMs understand their commercial responsibilities and have clear strategies to achieve portfolio targets. \nStrategic Account & Risk Oversight - Maintains visibility across renewal pipelines, account health, expansion opportunities, and at-risk customers, identifying trends and driving proactive strategies before risks impact retention. \nPerformance Management & Accountability - Sets clear expectations, evaluates performance consistently, recognizes high potential, and addresses performance gaps early through direct feedback, structured support, and follow-through. \nCS Coaching & Execution Excellence - Coaches CSMs on account strategy, success planning, renewals, expansion, and executive engagement while ensuring consistent execution of CS playbooks and standards. \nOperational Excellence & Scalability - Builds and improves CS processes, reporting cadences, playbooks, onboarding programs, and team systems that create consistency and enable the organization to scale effectively. \nExecutive Escalation & Customer Leadership - Provides leadership in complex or high-risk customer situations, helping shape strategy and executive communication while enabling the CSM to maintain appropriate account ownership. \nCross-Functional Leadership & Influence - Partners effectively with Sales, Product, Finance, Operations, and CS Leadership to align customer strategy with broader retention, expansion, and business objectives. \nRequired Qualifications \n8-12 years of experience in Customer Success, Account Management, or Customer Growth in B2B SaaS \nDemonstrated 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 \nPrior people management experience with direct reports in a CS, account management, or related customer-facing function \nProven ability to develop CS talent - identifying gaps, designing development plans, and delivering feedback that produces measurable improvement \nStrong 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 \nExperience managing team performance - setting targets, reviewing pipelines, identifying risk, and driving accountability across a group of individual contributors \nDemonstrated cross-functional influence: working with Sales, Finance, Product, and Operations to align around customer and revenue outcomes \nStrong operational instincts - able to design and improve team processes, reporting cadences, and playbook execution standards \nExperience with CS and CRM platforms at both a user and team-management level \nExceptional communication skills - able to give difficult feedback, navigate executive conversations, and represent the team's perspective with authority \nPreferred Qualifications \nExperience 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 \nBackground building or redesigning CS team structures, onboarding programs, or career frameworks \nExperience managing CSMs across multiple levels simultaneously - including both early-career and senior team members \nStrong data fluency: designing team dashboards, renewal forecasts, and health scoring systems that inform management decisions \nPlease note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies.\nWhy Join Us?\nAt Cordance, we believe in taking care of our team members. When you join us, you’ll enjoy a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:\nHealth and Wellness:Comprehensive Health Coverage: Coverage begins on your first day of employment.\n\n Retirement Savings:401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.\nRRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.\n\nPaid Time Off:Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.\n\nParental Leave:12 weeks paid leave for all employees.\n\nRemote Work Support:Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.\n\nHolidays:Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.\n\nJoin us and be part of a company that values your contributions and well-being from day one!\nEEOC & ADA Statement:\nCordance and its companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, creed, sex, nationality, ancestry, national origin, disability status, genetics, protected veteran status, affectional or sexual orientation, gender identity or expression, marital status, or any other characteristic protected by federal, state, or local laws.\nCordance and its companies comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. 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.\nThis applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.\nFinal candidate must be able to pass a background check.\nTo view applicant notices required under federal and state law, please visit: https://cordance.co/applicant-notices/","description_format":"text","description_chars":10664,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Parental leave","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Investment Holding Companies"],"lifecycle":[{"event":"open","at":"2026-09-05T16:57:41Z"}],"visa":[],"liveness":{"score":22,"band":"cold","label":"Long shot","p_open":0.6,"p_active":0.841,"p_room":0.44,"age_days":76,"expected_fill_days":51,"reasons":["seen:35","win:tail","crowd:"],"computed_at":"2026-11-11T05:49:22Z"},"pay":null,"html_url":"https://alion.io/job/cordance-manager-customer-success","json_url":"https://alion.io/job/cordance-manager-customer-success.json","meta":{"generated_at":"2026-11-12T07:33:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15120,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8742},"rest":"https://alion.io/mcp/rest/get_company?id=8742"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcordance-manager-customer-success"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcordance-manager-customer-success"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcordance-manager-customer-success"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cordance-manager-customer-success\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcordance-manager-customer-success"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":326562}},{"tool":"search_jobs","arguments":{"company":"cordance.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":326562},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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