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Customer Success Manager

Boston, Massachusetts, United States

Spiro.AI is on a mission to transform CRM by offering a revolutionary AI-powered platform specifically designed for manufacturers and distributors. The Spiro platform automates tedious data entry, provides actionable insights, and recommends proactive steps to help your business thrive. Spiro’s customers have said goodbye to clunky, ineffective CRM tools and hello to a smarter, more efficient way to manage their customer relationships.

Spiro is an AI-driven sales platform that helps businesses increase revenue, strengthen customer relationships, and streamline operations. As part of Cordance, our mission is to equip sales and customer success teams with cutting-edge technology and insights to drive growth. Cordance is looking for a Customer Success Manager to join the Spiro team and play a key role in helping customers achieve their goals. This role requires a proactive, strategic thinker who is passionate about delivering customer value, identifying business opportunities, and driving product adoption.

This is a hybrid role based in Boston, MA, requiring 2-3 days in the office per week. 

What You’ll Do 

  • Own customer relationships, guiding onboarding, adoption, and expansion. 
  • Identify upsell and cross-sell opportunities by understanding customer needs. 
  • Lead Executive Business Reviews (EBRs) to demonstrate ROI and showcase new features. 
  • Collaborate with Sales to ensure a seamless handoff from pre-sales to onboarding. 
  • Provide Tier 1 support for setup and configuration issues. 
  • Advocate for customers by relaying feedback to Product and Engineering teams. 
  • Develop best practices, training materials, and frameworks to enhance user adoption. 
  • Support renewals and expansion efforts on strategic accounts. 
  • Maintain deep expertise in Spiro’s technology, services, and integrations. 

Who you are

  • 1+ years in Customer Success or Sales within B2B SaaS. 
  • Strong relationship-building and customer advocacy skills. 
  • Experience identifying growth opportunities and driving product adoption. 
  • Analytical mindset with the ability to assess data trends. 
  • Proficiency in Excel/Google Sheets (VLOOKUP, IF statements, pivot tables); database familiarity is a plus. 
  • Problem-solving skills and ability to navigate complex challenges. 
  • Confident communicator, comfortable engaging with end-users and executives. 
  • Strong organizational skills to manage multiple accounts effectively. 
  • Passion for learning, adaptability, and continuous improvement in a startup environment.

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/

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