---
title: 'Manager - Customer Success at Cordance'
canonical: 'https://feeny.ai/job/manager-customer-success-cordance-united-states-cjx1mqkh4j4v'
type: 'job'
last_seen: '2026-09-09'
---

# Manager - Customer Success at Cordance

- **Company:** Cordance
- **Location:** United States
- **Work type:** remote
- **Posted:** 2026-08-26
- **Last confirmed live:** 2026-09-09
- **Apply:** https://job-boards.greenhouse.io/cordance/jobs/5407321008

## 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.

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 maintain appropriate account ownership.
- Cross-Functional Leadership & Influence – Partners effectively with Sales, Product, Finance, Operations, and CS Leadership to align customer strategy with broader retention, expansion, and business objectives.

Required Qualifications

- 8–12 years of experience in Customer Success, Account Management, or Customer Growth in B2B SaaS
- Demonstrated track record of excellence as an individual contributor in CS — equivalent to CSM 3 or CSM Team Lead performance — providing the commercial credibility needed to coach and develop senior CSMs
- Prior people management experience with direct reports in a CS, account management, or related customer-facing function
- Proven ability to develop CS talent — identifying gaps, designing development plans, and delivering feedback that produces measurable improvement
- Strong commercial literacy: fluency in NRR, GRR, ARR, churn, and expansion mechanics and the ability to hold a team accountable to these metrics with depth and confidence
- Experience managing team performance — setting targets, reviewing pipelines, identifying risk, and driving accountability across a group of individual contributors
- Demonstrated cross-functional influence: working with Sales, Finance, Product, and Operations to align around customer and revenue outcomes
- Strong operational instincts — able to design and improve team processes, reporting cadences, and playbook execution standards
- Experience with CS and CRM platforms at both a user and team-management level
- Exceptional communication skills — able to give difficult feedback, navigate executive conversations, and represent the team's perspective with authority

## Preferred Qualifications

- Experience in a CS Team Lead, pod lead, or senior advisor role before moving into direct management — demonstrating a natural progression through the player-coach model
- Background building or redesigning CS team structures, onboarding programs, or career frameworks
- Experience managing CSMs across multiple levels simultaneously — including both early-career and senior team members
- Strong data fluency: designing team dashboards, renewal forecasts, and health scoring systems that inform management decisions

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/

## About Cordance

## Company Overview
- **One-liner**: Cordance acquires and accelerates the growth of vertically-focused B2B SaaS companies by providing long-term tactical guidance, operational support, and financial backing.
- **Entity Type**: Private (Acquisition/Holding Company)
- **Headquarters**: Raleigh, North Carolina, United States
- **Founded**: 2021
- **Founders**: Founding team came together to support founder-run businesses; specific individual founder names are not publicly listed as a single founder.

## Core Business
- Primary industry/industries: Vertical B2B SaaS (Education Technology, Industrial Software, Commerce & Compliance, and other niche verticals)
- Target customers: Acquired portfolio companies (B2B SaaS firms with less than $10M in ARR); end customers are the diverse customer bases of those portfolio companies.
- Mission or purpose statement: "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." [cordance.co](https://cordance.co/about-us/)

## Products & Services
Cordance does not sell a single product. Instead, it provides a platform for acquired companies:
- **Acquisition & Long-Term Partnership**: Acquires established B2B SaaS companies (usually under $10M ARR) that have strong product-market fit, then partners with founders to scale.
- **Operational & Financial Support**: Provides go-to-market leadership, operational resources, financial backing, and strategic guidance to portfolio companies.
- **Portfolio Companies**: Includes brands such as **AppsAnywhere** (EdTech), **Hapara** (EdTech), **Royal 4** (Industrial Software), **RT Systems** (Commerce), **Blue Link Associates** (ERP), **Ithos Global**, and **Neatoscan**. [linkedin.com](https://www.linkedin.com/company/cordanceco)

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (private company).
- **Key Metric – Annual Revenue**: USD $3.7 million (estimated, per LinkedIn). [linkedin.com](https://www.linkedin.com/company/cordanceco)
- **Key Metric – Total Funding**: Not publicly disclosed as a standalone company (likely funded through equity/debt for acquisitions rather than traditional VC rounds).
- **Notable Investors/Partners**: Not publicly disclosed. Leadership has backgrounds from Lone Wolf Technologies, JMI Equity, Aquiline Capital Partners, Sage Software, and Tyler Technologies.
- **Growth Signals**: Headcount grew 26.1% year-over-year to 93 employees; acquired at least 7+ companies since 2022, including AppsAnywhere (2025/2026) and RT Systems; 15 active job postings with quarterly hiring up 87.5% and yearly up 275%. [greenhouse.io](https://job-boards.greenhouse.io/cordance) [linkedin.com](https://www.linkedin.com/company/cordanceco)

## Competitive Advantages
- **Long-term focus**: Unlike typical PE roll-ups, Cordance emphasizes "long-term partnership" rather than a short-term flip, promising to support the culture and legacy of acquired companies.
- **Experienced operator-led team**: Leadership collectively has over a century of combined experience building and scaling B2B SaaS companies, with backgrounds from both operating roles and private equity.
- **Vertically-focused strategy**: Rather than a generalist approach, Cordance hones in on specific verticals (EdTech, Industrial, Commerce), allowing deep domain expertise and repeatable playbooks.
- **Transparent acquisition process**: Explicitly commits to transparency with acquired company employees, seeking to allay fears typical of acquisitions.

## Strategic Focus
- **Current priorities**: Deepening existing vertical portfolios (notably Education and Industrial Software); expanding the Commerce & Compliance division; continuing to acquire founder-led B2B SaaS companies under $10M ARR.
- **Growth direction**: Scaling acquired businesses operationally and commercially; building a cohesive portfolio of market-leading niche software companies; hiring across sales, customer success, product, and M&A functions.

## Why Work Here
- **Culture**: Positions itself as a "people-first" organization committed to building cultures where employees thrive. Core values include long-term partnership, growth orientation, accountability & transparency, and commitment. [cordance.co](https://cordance.co/about-us/)
- **Work model**: Remote-first company (all current job postings list "United States - Remote"). [greenhouse.io](https://job-boards.greenhouse.io/cordance)
- **Team composition & growth**: Small but rapidly growing team (93 employees) — new hires can have outsized impact. Talent has been sourced from notable SaaS companies like LogMeIn, Lone Wolf Technologies, and Allbridge.
- **Leadership**: CEO Caroline Morris (former COO at Lone Wolf, Army veteran, Harvard MBA); CFO Dan Savage (former PE investor at Aquiline); strong operating and M&A background across the executive team. [cordance.co](https://cordance.co/about-us/)
- **Notable perks**: Emphasis on learning culture, professional development, and impact. "We work hard and acknowledge others that do the same." [cordance.co](https://cordance.co/about-us/)
- **Job roles open (as of mid-2026)**: Account Executives (multiple divisions), Sales Director, Customer Success Managers, Product Manager, M&A Professional, HR Director, VP of Expansion, Business Unit President. [greenhouse.io](https://job-boards.greenhouse.io/cordance)

## Sources
1. [cordance.co](https://cordance.co/)
2. [cordance.co/about-us/](https://cordance.co/about-us/)
3. [greenhouse.io](https://job-boards.greenhouse.io/cordance)
4. [linkedin.com](https://www.linkedin.com/company/cordanceco)

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