Manager – Customer Success Cordance

HelpfulRemote; Northern (KY); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Cordance’s portfolio company seeks a Senior Manager of Customer Success to lead a team of Customer Success Managers serving B2B SaaS accounts. This leadership role focuses on retention, expansion, and revenue outcomes, while staying closely involved in reviews and renewal pipelines.

You will coach team members through structured 1:1s, provide direct performance feedback, and develop career plans. The ideal candidate understands gross and net revenue retention metrics and can standardize

Qualifications

• Strong experience in customer success execution with people management.
• Ability to run structured 1:1s, give direct performance feedback, and build development plans.
• Familiarity with gross and net revenue retention metrics and standardizing playbooks.

Responsibilities

• Lead and coach a team of Customer Success Managers across B2B SaaS accounts.
• Oversee account reviews, renewal pipelines, and at‑risk escalations; standardize processes.

Skills

Customer success leadership

People management

Performance feedback

1:1 coaching

Job description

This role leads a team of Customer Success Managers who work with B2B SaaS accounts under Cordance’s portfolio of companies. The manager stays closely involved in account reviews, renewal pipelines, and at-risk escalations, coaching CSMs while holding overall accountability for team-wide retention, expansion, and revenue outcomes.

Candidates should have strong experience in customer success execution along with people management skills, including running structured 1:1s, giving direct performance feedback, and building development plans. The role also requires commercial literacy around metrics like gross and net revenue retention, and the ability to standardize playbooks and processes across a team.

The position is based in the United States and open to remote candidates. It is a full-time leadership role focused on team management rather than direct account ownership.

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