Customer Success Manager | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

Position Overview 

As a Customer Success Manager (CSM) at Cordance, 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 Cordance. 

This role is part of our Expansion, Price Increase, and Renewals track that is dedicated to deepening customer relationships, supporting value realization, and executing seamless, data-informed renewal processes. You’ll also collaborate with Account Management and Sales teams to identify upsell or cross-sell opportunities that align with customer goals and overall account strategy. The ideal candidate is proactive, customer-focused, and eager to build a career in Customer Success, contributing directly to Cordance’s long-term customer and revenue growth. 

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. 

• Execute renewal processes with accuracy — including timing, quotes, documentation, and alignment with customer needs. 

• Partner with leadership to forecast renewals and report on retention performance. 

• Identify and qualify potential expansion opportunities within assigned accounts. 

• Support standardized price increase programs, ensuring clear communication and customer alignment. 

• Leverage CRM and Success software to manage customer metrics, including but not limited to revenue, renewals, and expansion. 

• Develop and maintain Customer Success Plans with defined adoption goals and metrics. 

• Conduct regular check-ins and usage reviews to ensure customer engagement and satisfaction. 

• Address adoption barriers quickly by coordinating with internal teams such as Product, Support, and Operations. 

• Advocate for customer needs internally, ensuring that Cordance solutions continue to deliver value. 

• Maintain up-to-date documentation of customer interactions and account plans in CRM systems. 

• Collaborate cross-functionally with Product, Marketing, and Support to improve the overall customer experience. 

• Contribute to the continuous improvement of customer lifecycle processes and playbooks. 

Competencies 

• Customer Partnership: Builds strong, trust-based relationships with customers, focused on driving measurable business outcomes and long-term value realization. 

• Communication and Empathy: Communicates clearly, professionally, and empathetically with customers and internal teams. Listens actively and adapts messaging to different audiences. 

• Proactive Problem Solving: Anticipates challenges or risks before they escalate. Acts quickly to address adoption barriers or satisfaction issues, coordinating internal resources effectively. 

• Product and Technical Acumen: Willing to learn and understand Cordance's platform(s) deeply enough to guide best practices, troubleshoot basic issues, and translate customer needs into actionable feedback for the Product team.

• Foundational AI Literacy: Demonstrates a basic understanding of AI concepts and uses AI tools to support daily customer success tasks. 

• Organization and Execution: Manages multiple accounts, touchpoints, and priorities with precision. Uses CRM and CS tools to maintain visibility, consistency, and accountability. 

• Results Orientation and Accountability: Owns customer outcomes through measures success such as customer retention, satisfaction, and achieved objectives. 

• Growth and Continuous Learning: Demonstrates curiosity and drive to improve skills, processes, and customer impact. Seeks feedback and applies learnings to strengthen performance. 

Required Qualifications  

• 1–3 years of experience in Customer Success, Account Management, or Professional Services in a SaaS or tech environment. 

• Bachelor’s degree preferred or equivalent practical experience. 

• Familiarity with CRM/CS tools (Salesforce, HubSpot, Gainsight, etc.). 

• Strong collaboration skills and eagerness to learn. 

Preferred Qualifications 

• Experience in B2B SaaS or tech, managing multiple customer accounts and driving retention and adoption. 

• Experience managing renewals and supporting price increase or expansion initiatives. 

• Prior Experience with Customer Success tools (Gainsight, ChurnZero, Totango) and CRMs (Salesforce, HubSpot). 

• Strong analytical, communication, and presentation skills to translate data into customer insights. 

• Proven ability to collaborate cross-functionally with Product, Sales, and Support. 

• Understanding of key CS metrics (NRR, NPS, health scores, GRR) and lifecycle management. 

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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