Customer Success Manager | JobSetuu

Description

Job Overview

• Source: Jobicy

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.

Job Summary:

As a Customer Success Manager with McCreadie Group, you’ll serve as a trusted partner to a defined portfolio of customers, focusing on expansion, price increase, and renewal initiatives. You’ll play a vital role in driving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) by ensuring customers continue to see measurable value, adopt best practices, and strengthen their long-term partnership with McCreadie Group.

The focus of this role is to ensure a McCreadie Group customer has exceptional experience in their interactions with our company and our products, to help them realize the value of their investment in our solution, and to be their internal champion. The Customer Success Manager will work closely with the customers to support them in their goal of building and maintaining a successful pharmacy research practice. 

In addition to the externally focused responsibilities associated with customer success management and communication, the person in this role will also collaborate with a cross-functional team to make sure our products meet or exceed our customers’ expectations by providing input into the product development and testing process and assisting with help desk tasks, participating in external communications, and professional services.

Summary of essential job functions

Key Responsibilities

• Manage a portfolio of small to mid-sized accounts to ensure successful adoption, engagement, and renewal.
• Monitor customer health metrics to identify renewal risks early and take corrective action.
• Recommend add-ons, contract expansions, or upgrades based on customer usage patterns or needs.
• Collaborate with the sales team to provide product demonstrations and address potential client inquiries.
• Identify any customer dissatisfaction that may impact contract renewals and recommend strategies to mitigate churn risk.
• Develop a trusted advisor relationship with customers; build and maintain strong, long-lasting customer relationships.
• Monitor and analyze customers’ usage of our product, report on trends to management, provide suggestions based on findings.
• Collaborate and assist in maintaining a library of best practices based on customer interactions and subject matter expertise in collaboration with the other research products team members.
• Travel as needed to represent the Research Product business unit for customer site visits, implementations, and sales and marketing opportunities.

Customer Support and Communications

• Provide technical support for customers using established company processes and tools (Customer Support software, CRM, phone, email).
• Maintain a high standard of responsiveness, ensuring high levels of customer satisfaction with our support experience.
• Provide backup and cross coverage of customer support as needed which may include after normal business hours to support customer across the country and global customers.
• Develop and maintain subject matter expertise in Research Pharmacy by participating in educational opportunities, reading professional publications, maintaining professional networks, and participating in professional organizations.
• Collaborate with the Director of Customer Success, VP of Business Solutions and Research Pharmacy Team to consult with customers on best practices and innovative uses of software features.
• Offer guidance and feedback on all customer and prospect communications, including the McCreadie Group website, newsletters, training, and sales and marketing materials.

Product Development and Testing

• Work with the Research Pharmacy Team and the Development Team on all open issues relating to the Research Product based on feedback provided by Research Product Team members.
• Provide recommendations to the Director of Customer Success relating to the direction of Research Products based on customer feedback and interactions.
• Translate enhancement requests into high-level specs to design company's products as assigned.
• Assist with testing of research product releases and new features in collaboration with the Research Products Team.

Software Implementation, Education and Training

• Provide or assist with customer implementation and training for new Research Product clients as needed.
• Assist in creating and maintaining all user documentation to ensure customers can successfully use the research products.

Other Duties

• Perform other duties as needed

Required Skills, Education and Experience

• Subject matter expertise in research pharmacy (Investigational Drug Services) at clinical sites.
  • Minimum 3 years of relevant pharmacy research experience required and/or
  • Minimum 3 years of Vestigo use.
• Demonstrated ability to manage protocols, amendments, and protocol close out
• Demonstrated ability to operate an IDS service
• Demonstrated superior client relationship management skills
• Familiarity with CRM/CS tools (Salesforce, HubSpot, etc.).
• Strong collaboration skills and eagerness to learn.
• Advanced user of Word, Excel and PowerPoint.
• Excellent organizational skills with ability to work independently and manage projects with many moving parts
• Ability to perform duties in an efficient, professional, and courteous manner
• Excellent written and verbal communication skills
• Must be eligible to work in the U.S.

Desired Skills and Experience

• Certified Pharmacy Technician (CPhT)
• Bachelor’s degree preferred or equivalent practical experience.
• 3–5 years of experience in Customer Success, Account Management, or Professional Services in a SaaS or tech environment.
• Experience in B2B SaaS or tech, managing multiple customer accounts and driving retention and adoption.
• Familiarity with Help Desk processes and software (Kayako, HubSpot etc)
• Experience managing renewals and supporting price increase or expansion initiatives.
• Fluent in French and other languages

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.
• Parental Leave:
  • 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.

To view applicant notices required under federal and state law, please visit: https://cordance.co/applicant-notices/

Expert Career Tips for Customer Success Manager Roles

To succeed in a competitive market as a Customer Success Manager, you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Customer Success Manager requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

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