Customer Success Manager

Cordance is seeking a Customer Success Manager for WebPresented to be a key partner in helping our valued customers achieve their strategic objectives and maximize value from their investment. The CSM serves as the key liaison between the customer and the company, strengthening the customer relationship, generating growth and expansion among installed base customers; facilitating partnership with Product Management, Engineering, Professional Services, and serving as the internal advocate for the customer.

This is a fully remote role, candidates must reside in the US 

Responsibilities:

• Serve as the primary point of contact for assigned accounts; build and maintain strong partnerships to understand customers’ industries, business objectives, challenges, and opportunities to increase adoption of WebPresented products and services.
• Develop an in-depth understanding of WebPresented products and services, and proactively articulate their value to current and prospective customers.
• Build and execute against Customer Success Plans to nurture accounts, establish goals, increase adoption, develop referenceable users, produce testimonials and case studies in partnership with our marketing team, and ensure friction-free renewals.
• Own the identification and qualification of upsell, cross-sell, and expansion opportunities; be principally responsible for retention and renewals, Net Revenue Retention (NRR); and support company revenue objectives by seeing these opportunities to completion.
• Measure, monitor, and report on system utilization, customer account health, sentiment, and the status of critical business objectives, to include regular business reviews with customer stakeholders.
• Provide regular customer-centric updates, acting as the voice of the customer within WebPresented and advocating on their behalf to improve the customer experience, promote engagement and adoption, and drive account growth.
• Collaborate internally and externally to ensure an exceptional customer experience throughout the customer lifecycle.
• Contribute to the continuous evolution of the Customer Success team by leading and participating in team initiatives, cross-functional workgroups, project teams, and working independently.
• Lead occasional customer engagements to assist with troubleshooting or determining the business case and functional requirements of feature requests.

Qualifications:

• At least 5 years of professional experience in the technology services industry with at least 3 of those years in Customer Success, Onboarding, Sales, or Technical Account Management (or combined experience in similar relevant roles)
• Demonstrable experience increasing customer satisfaction, engagement, adoption, and retention in a SaaS environment.
• Experience working with, deploying, and/or supporting a software solution in a technical capacity.
• Basic familiarity with databases, reporting, analytics, or business intelligence.
• Exceptional interpersonal skills and proven ability to build rapport with stakeholders at all levels of an organization.
• Ability to maintain a balance between company business objectives and customer demands.
• Strong bias toward personal accountability, ownership, and delivering measurable outcomes.
• Demonstrated experience or familiarity with the wholesale distribution industry –or—professional experience successfully transitioning between roles serving different industries.

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.