Customer Success Manager: Growth & Retention Leader

Cordance; Northern (KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health and Wellness

401K Plan

Paid Time Off

Remote Work Stipend

Holidays

Job summary

Cordance is seeking a Manager, Customer Success to lead a high-performing CS team focused on retention, expansion, and customer outcomes across the portfolio. This hands-on leader will coach, review renewals, manage risk, and develop CSMs while aligning with Sales, Product, and Finance to drive revenue growth.

The role emphasizes people development, scalable CS processes, and executive communication to propel the organization forward.

Qualifications

• 8–12 years of experience in Customer Success, Account Management, or Customer Growth in B2B SaaS
• Demonstrated track record of excellence as an individual contributor in CS
• Prior people management experience with direct reports in a CS, account management, or related customer-facing function
• Proven ability to develop CS talent
• Strong commercial literacy: fluency in NRR, GRR, ARR, churn, and expansion mechanics
• Experience managing team performance — setting targets, reviewing pipelines, identifying risk, and driving accountability across a group of individual contributors
• Demonstrated cross-functional influence: working with Sales, Finance, Product, and Operations to align around customer and revenue outcomes
• Strong operational instincts — able to design and improve team processes, reporting cadences, and playbook execution standards
• Experience with CS and CRM platforms at both a user and team-management level
• Exceptional communication skills — able to give difficult feedback, navigate executive conversations, and represent the team's perspective with authority

Responsibilities

• Own team-level GRR, NRR, and expansion targets — accountable for aggregate performance across all direct reports' portfolios
• Maintain a real-time view of the team's renewal pipeline, at-risk accounts, and expansion opportunities through regular account reviews and reporting
• Identify commercial risk early across the team's portfolio and drive proactive mitigation
• Ensure every CSM on the team has a documented account strategy, active success plans, and clear renewal and expansion plans for key accounts
• Partner with CS Leadership to set team targets, forecast performance, and report on retention and revenue outcomes at the portfolio level
• Serve as the executive escalation point for the most critical or complex account situations within the team's portfolio
• Own the consistent application of CS playbooks, processes, and standards across the team
• Partner with CS Leadership to develop, refine, and operationalize playbooks, renewal frameworks, and success plan standards
• Manage a team of CSMs across levels with direct accountability for their performance, development, and career progression
• Conduct regular 1:1s with each direct report — structured, purposeful, and focused on both immediate performance and longer-term development
• Deliver honest, specific, and actionable performance feedback on a consistent cadence
• Develop and maintain individual development plans for each direct report, aligned to their career goals
• Identify high-potential team members and proactively create stretch opportunities
• Address underperformance early and directly, with clear expectations, documented support plans, and consistent follow-through
• Actively contribute to hiring decisions, onboarding design, and ramp planning for new CS team members
• Build a team environment where feedback flows in both directions
• People 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
• Commercial & Retention Leadership – Owns team-level GRR, NRR, retention, and expansion outcomes
• Strategic Account & Risk Oversight – Maintains visibility across renewal pipelines, account health, expansion opportunities, and at-risk customers
• Performance Management & Accountability – Sets clear expectations, evaluates performance consistently, recognizes high potential, and addresses performance gaps early
• CS Coaching & Execution Excellence – Coaches CSMs on account strategy, success planning, renewals, expansion, and executive engagement
• Operational Excellence & Scalability – Builds and improves CS processes, reporting cadences, playbooks, onboarding programs, and team systems
• Executive Escalation & Customer Leadership – Provides leadership in complex or high-risk customer situations
• Cross-Functional Leadership & Influence – Partners effectively with Sales, Product, Finance, Operations, and CS Leadership

Job description

Cordance is seeking a Manager, Customer Success to lead a high-performing CS team focused on retention, expansion, and customer outcomes across the portfolio. This hands-on leader will coach, review renewals, manage risk, and develop CSMs while aligning with Sales, Product, and Finance to drive revenue growth.

The role emphasizes people development, scalable CS processes, and executive communication to propel the organization forward.