Manager - Customer Success

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. Position Overview The 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. The 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. The 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. Key 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 — not just flag issues when they surface

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 — identifying where gaps exist and driving improvement

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 — not just at formal review periods

Develop and maintain individual development plans for each direct report, aligned to their career goals, current gaps, and the needs of the team

Identify high-potential team members and proactively create stretch opportunities, exposure, and development experiences that accelerate their growth

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 — where CSMs feel safe to raise concerns, share ideas, and push back constructively

Competencies:

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, ensuring CSMs understand their commercial responsibilities and have clear strategies to achieve portfolio targets.

Strategic 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.

Performance Management & Accountability – Sets clear expectations, evaluates performance consistently, recognizes high potential, and addresses performance gaps early through direct feedback, structured support, and follow-through.

CS Coaching & Execution Excellence – Coaches CSMs on account strategy, success planning, renewals, expansion, and executive engagement while ensuring consistent execution of CS playbooks and standards.

Operational 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.

Executive Escalation & Customer Leadership – Provides leadership in complex or high-risk customer situations, helping shape strategy and executive communication while enabling the CSM to maintai