Customer Success Manager

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.

AppsAnywhere and LabStats are leading EdTech solutions that help higher education institutions improve the way technology is delivered, managed, and measured.

AppsAnywhere simplifies software delivery, enabling students and staff to access applications on any device, anywhere. LabStats provides powerful analytics that help institutions optimise hardware, software licensing, and IT resources through data-driven insights.

Together, they form part of the Education pillar within Cordance - a global portfolio of vertical SaaS businesses focused on delivering long-term customer value. Our mission is to help educational institutions maximise the value of their technology investments while improving the digital experience for students, faculty, and IT teams.

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Location: Leeds, United Kingdom (Hybrid – 2 days per week in the office)
Department: Customer Success
Reports to: Head of Customer Success

About the Role

We're looking for a proactive, commercially minded Customer Success Manager to help our customers maximise the value of AppsAnywhere and LabStats. Initially, you'll manage a portfolio of small and mid-market LabStats customers, with the opportunity to progress into managing strategic enterprise accounts based on performance.

This role combines customer relationship management, commercial ownership, and strategic account development. You'll be responsible for driving customer adoption, retention, renewals, expansions, and long-term customer value while ensuring customers achieve measurable outcomes from our solutions.

Success in this role means building trusted relationships, identifying opportunities for growth, recognising risks before they become issues, and acting as the voice of the customer across the business.

Our Customer Success organisation operates a segmented engagement model, providing high-touch, mid-touch, and low-touch customer experiences. While your primary portfolio will consist of mid-touch and high-touch customers, you will also support our low-touch customer segment through scalable customer marketing initiatives, digital engagement programmes, and proactive monitoring of customer engagement and health metrics.

 

Key Responsibilities

Customer Success & Account Management

• Own a portfolio of LabStats customers, delivering a proactive customer success experience.
• Develop trusted relationships with customer stakeholders across IT, academic technology, and executive leadership.
• Influence and engage senior stakeholders to drive strategic conversations, adoption, and long-term customer value.
• Conduct regular Business Reviews (QBRs) focused on customer outcomes, product adoption, ROI, and future success.
• Create and execute customer success plans that drive product adoption and measurable business outcomes.
• Support new customer onboarding alongside the Implementation team to ensure a smooth transition into Customer Success.

Commercial Success

• Own the renewal process for your customer portfolio.
• Be responsible for identifying, qualifying, and managing upsell and expansion opportunities across your accounts. Upsell ownership sits within the Customer Success team, working collaboratively with Sales where appropriate.
• Develop account growth plans that increase customer value through product adoption, additional licensing, new products, and strategic expansions.
• Be accountable for achieving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
• Maintain accurate renewal forecasting and pipeline visibility.

Customer Health & Risk Management

• Monitor customer health using engagement, adoption, product usage, commercial indicators, and customer sentiment.
• Identify early warning signs and proactively execute success or recovery plans.
• Accurately assess renewal likelihood and maintain reliable customer health scores.
• Produce accurate renewal forecasts and communicate account risk to leadership.
• Escalate customer risks appropriately while driving successful customer outcomes.

Cross-Functional Collaboration

• Act as the voice of the customer, providing actionable feedback to Product, Engineering, Marketing, and Support teams.
• Collaborate closely with Support to ensure customer issues are managed effectively and communication remains proactive.
• Partner with Product Management to communicate customer requirements, trends, and enhancement requests.
• Work alongside Customer Marketing to support scalable engagement campaigns for low-touch customers.
• Share customer success stories, best practices, and customer insights across the business.

Customer Engagement

• Deliver customer engagement appropriate to the customer segment through high-touch, mid-touch, and low-touch success motions.
• Drive proactive engagement rather than reactive account management.
• Encourage adoption of new features, best practices, customer education resources, and success programmes.
• Help customers realise measurable business outcomes and maximise the value of their investment.

 

Required Skills & Experience

Essential

• Experience in Customer Success, Account Management, Customer Experience, or a similar B2B SaaS customer-facing role.
• Strong commercial mindset with experience managing renewals, customer retention, and account growth.
• Strong presentation, communication, and relationship-building skills.
• Ability to influence and build credibility with senior stakeholders and executive-level customers.
• Strong organisational skills with the ability to manage multiple priorities across a diverse customer portfolio.
• Ability to identify customer risks early and create effective success plans.
• Experience producing accurate renewal forecasts and customer health assessments.
• Self-motivated with a proactive approach to customer engagement.
• Excellent time management skills with the ability to manage a global customer portfolio across multiple time zones.

Desirable

• Experience using HubSpot CRM.
• Knowledge or experience of data analytics or reporting platforms.
• Experience within Higher Education, EdTech, SaaS, or enterprise software.
• Experience managing customer success metrics including NRR, GRR, customer health, and product adoption.

 

Working Environment

Our customer base spans Australia, Europe, the Middle East, North America, and the UK. This role requires flexibility in managing your own calendar to accommodate customers across multiple time zones. While your normal working pattern will remain your primary schedule, there will occasionally be a requirement to work outside core business hours to support customer meetings and strategic engagements.

Some domestic and international travel will be required for customer meetings, conferences, and company events.

 

Success Measures

Success in this role will be measured through:

• Achievement of Net Revenue Retention (NRR)
• Achievement of Gross Revenue Retention (GRR)
• Renewal rate and forecast accuracy
• Expansion and upsell performance
• Customer satisfaction and advocacy

 

What We're Looking For

We're looking for someone who is:

• Customer-first and outcome focused
• Commercially aware with a passion for helping customers grow
• Confident presenting to both technical and executive audiences
• Curious, analytical, and proactive
• Comfortable working independently across a global customer base
• Collaborative and team-oriented
• Passionate about helping customers realise long-term value

This is an excellent opportunity for someone looking to grow their career within Customer Success. As you demonstrate success managing your portfolio, you'll have the opportunity to progress into managing larger strategic and enterprise customers and play a key role in driving customer retention and growth across the business.

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/