Customer Success Director

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.

Cordance is seeking a strategic and visionary Customer Success Director to join the WebPresented leadership team and shape the future of customer experience for their SaaS platform serving distributors and manufacturers. Reporting directly to the COO, you will define and execute the vision for Customer Success, Implementation, and Support—ensuring customers achieve measurable success and receive exceptional value throughout their journey. This is a high-impact leadership role offering the opportunity to drive growth, retention, and customer advocacy, collaborate cross-functionally, mentor high-performing teams, and make a lasting impact across the organization by delivering best-in-class outcomes.

This is a fully remote role; all candidates must be based in the US 

What You’ll Do 

• Define the vision and drive strategy for the Customer Experience organization in alignment with WebPresented’s long-term goals. 
• Oversee the end-to-end customer journey from sales to renewal, ensuring a seamless, value-driven experience at every touchpoint. 
• Lead, mentor, and inspire high-performing Customer Success, Implementation, and Support teams. Foster a culture of accountability, customer-centricity, and continuous improvement. 
• Manage the identification, scoping, and delivery of custom solutions, including Enhanced Support packages and Statements of Work (SOWs) for customizations. 
• Act as a player-coach—approving CSM-led work, guiding the execution of deliverables, and serving as the senior point of contact for customers during these engagements. 
• Build and nurture strong relationships with key customers and partners, understanding their business goals and ensuring WebPresented delivers solutions that align with their strategic needs. 
• Develop initiatives to improve customer retention, expansion, and advocacy—maximizing lifetime value and contributing to revenue growth. 
• Represent the customer at the leadership level, providing feedback and insights that inform product development, roadmap planning, and go-to-market alignment. 
• Track customer health and team performance using key KPIs. Use data to identify areas for improvement and drive operational efficiencies. 
• Collaborate closely with Sales, Product, and Marketing teams to ensure alignment in delivering a unified, customer-first experience. 
• Represent WebPresented at conferences, trade shows, and industry events. 
• Stay current on industry trends and best practices to continuously innovate and differentiate WebPresented’s customer experience offerings. 
• Evaluate and implement technologies, processes, and resources to scale customer experience delivery while maintaining high quality. 

What You Bring 

• 10+ years of progressive experience in Customer Success, Implementation, Professional Services, or similar roles, including at least 3 years managing customer experience teams. 
• Hands-on experience supporting and deploying SaaS solutions, preferably across various industries and business models. 
• Experience managing the end-to-end delivery of custom solutions, including Enhanced Support and SOW-based customizations.
• Strong understanding of software development, product strategy, and SaaS business models (both recurring and non-recurring revenue). 
• Proven ability to develop strategic relationships with senior stakeholders. 
• Comfortable balancing customer needs with company priorities and revenue goals. 
• Results-driven, with a strong sense of ownership and accountability. 
• Track record of improving customer adoption, retention, and satisfaction within a SaaS environment. 

What Will Help You Stand Out 

• Experience working with CRM or ERP platforms (particularly in distribution or manufacturing industries). 
• Background in custom solution delivery, including developing and managing Statements of Work and leading cross-functional implementation efforts. 
• Experience acting as a player-coach, guiding individual contributors while staying hands-on in key accounts or projects.