Cordance - Customer Success Manager

• 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 • 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 • uccess 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 • 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.