Remote Customer Success Manager - B2B SaaS Growth

About the Role

We are seeking a Remote Customer Success Manager to join our dynamic team at Cordance. In this role, you will be a crucial partner to our clients, ensuring they receive exceptional value from our B2B SaaS solutions. As a Remote Customer Success Manager, you will focus on driving customer satisfaction and retention, which are vital for our company's growth and success.

What You'll Do

• Manage a defined portfolio of customers, ensuring they achieve their desired outcomes with our solutions.
• Drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) by proactively engaging with customers.
• Identify opportunities for upselling and cross-selling to enhance customer value and account growth.
• Collaborate with Account Management and Sales teams to align customer goals with our overall strategy.
• Implement best practices and provide guidance to customers to maximize their success with our products.
• Conduct regular check-ins and business reviews to assess customer satisfaction and address any concerns.
• Utilize data-driven insights to inform renewal processes and customer engagement strategies.
• Support the execution of expansion and price increase initiatives while maintaining strong customer relationships.

Requirements

• 3-5 years of experience in customer success, account management, or a related field.
• Proven track record of driving customer satisfaction and retention in a B2B SaaS environment.
• Strong analytical skills and ability to leverage data to inform decision-making.
• Exceptional communication and interpersonal skills, with a customer-focused mindset.
• Ability to work independently and manage multiple priorities in a remote setting.
• Experience collaborating with cross-functional teams to achieve common goals.
• Proficiency in CRM tools and customer success software.

Nice to Have

• Experience in the financial services or software industry.
• Familiarity with metrics such as GRR and NRR.
• Knowledge of best practices in customer success management.

What We Offer

• Competitive salary range of $80,000 to $120,000, commensurate with experience.
• Fully remote work environment with flexible hours.
• Opportunities for professional development and career advancement.
• Collaborative and supportive team culture.
• Health, dental, and vision insurance.
• Generous paid time off and holiday schedule.
• Employee wellness programs and resources.