Customer Success Director New United States - Remote

Cordance Group; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

Cordance Group is seeking a strategic and visionary Customer Success Director to enhance the customer experience of their SaaS platform. This remote position involves defining the vision for Customer Success and building high-performing teams to drive growth, retention, and advocacy. Collaborate cross-functionally to ensure a seamless customer journey and deliver exceptional value to clients.

Benefits

Comprehensive health coverage beginning day one

401K retirement savings plan with matching contributions

Flexible paid time off policies

Monthly stipend for remote work support

Generous holiday schedule

Qualifications

• 10+ years of experience in Customer Success or related roles.
• 3+ years of management experience leading customer-facing teams.
• Strong knowledge of SaaS industry trends and strategies.

Responsibilities

• Define and drive the strategy for Customer Experience and Success.
• Oversee the entire customer journey from sales to renewal.
• Establish KPIs to monitor customer health and team performance.

Skills

Customer retention

Customer advocacy

Stakeholder management

Team mentoring

Data-driven decision making

Education

Bachelor's degree in a related field

Tools

CRM software

ERP systems

Job 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.

Cordance is seeking a strategic and visionary Customer Success Director to join the WebPresented leadership team and shape the future of customer experience for their SaaS platform serving distributors and manufacturers. Reporting directly to the COO, you will define and execute the vision for Customer Success, Implementation, and Support—ensuring customers achieve measurable success and receive exceptional value throughout their journey. This is a high-impact leadership role offering the opportunity to drive growth, retention, and customer advocacy, collaborate cross-functionally, mentor high-performing teams, and make a lasting impact across the organization by delivering best-in-class outcomes.

This is a fully remote role; all candidates must be based in the US

What you'll do:

• Define the vision and drive the strategy for the WebPresented Customer Experience organization, aligned with company objectives and long-term plans
• Oversee the end-to-end customer journey from sales to renewal, ensuring a seamless and exceptional experience at all points
• Develop, lead, mentor, and inspire high-performance Customer Success, Implementation, and Customer Support teams, fostering a culture of accountability, customer outcomes, collaboration, and continuous improvement
• Cultivate and nurture strong relationships with key customer, partner, and industry stakeholders, understand their business goals and challenges, and empower WebPresented teams to deliver products and services which advance customer business objectives
• Develop strategies and initiatives to drive customer retention, expansion, and advocacy, maximizing customer lifetime value and driving sustainable revenue growth through both recurring and non-recurring revenue
• Serve as the internal voice of the customer at the executive level, conveying actionable insights and feedback to cross-functional teams to inform product development, roadmap prioritization, and go-to-market strategy
• Establish and monitor key performance indicators (KPIs) to quantitatively and qualitatively track customer health and team performance, leveraging data-driven insights to optimize internal processes and improve the customer experience
• Collaborate closely with sales, marketing, product, and other teams to ensure alignment and coordination in driving a unified customer-centric culture and delivering a continuous, uniform and best-in-class customer experience. Represent WebPresented at conferences, trade shows, and industry events
• Remain informed of industry trends, best practices, and emerging technologies in Customer Success, Implementation, and Customer Support, and leverage this knowledge to advise company stakeholders to enable continuous innovation and differentiation within WebPresented’s Customer Experience teams
• Implement the technology, processes, and resources to delivery high quality scale Customer Experience at scale

What You Bring:

• At least 10 years of progressive experience in Customer Success, Onboarding, Professional Services, or similar roles, including at least 3 years directly managing Customer Experience teams
• Experience working with, deploying, and supporting SaaS solutions, preferably across different roles and industries
• Deep understanding of the software business, software development, product management, and go-to-market strategies, with experience in both recurring/subscription and non-recurring service models
• Exceptional interpersonal skills and proven ability to build rapport with stakeholders at all levels of an organization
• Ability to maintain a balance between company business objectives and customer demands
• Strong bias toward personal accountability, ownership, and delivering measurable outcomes
• Experience increasing customer satisfaction, engagement, adoption, and retention in a SaaS environment

What Will Help You Stand Out

• CRM or ERP experience

Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies.

Why Join Us?

At 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:

• Health and Wellness:
  • Comprehensive Health Coverage: Coverage begins on your first day of employment.
• 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.
  • RRSP(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.
• Paid Time Off:
  • Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
• 12 weeks paid leave for all employees.
• Remote Work Support:
  • Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.
• Holidays:
  • Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.

Join us and be part of a company that values your contributions and well-being from day one!

EEOC & ADA Statement:

Cordance 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.

Cordance 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.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Final candidate must be able to pass a background check.

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