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.

Job Summary:

As a Customer Success Manager with McCreadie Group, you’ll serve as a trusted partner to a defined portfolio of customers, focusing on expansion, price increase, and renewal initiatives. You’ll play a vital role in driving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) by ensuring customers continue to see measurable value, adopt best practices, and strengthen their long-term partnership with McCreadie Group.

The focus of this role is to ensure a McCreadie Group customer has exceptional experience in their interactions with our company and our products, to help them realize the value of their investment in our solution, and to be their internal champion. The Customer Success Manager will work closely with the customers to support them in their goal of building and maintaining a successful pharmacy research practice. 

In addition to the externally focused responsibilities associated with customer success management and communication, the person in this role will also collaborate with a cross-functional team to make sure our products meet or exceed our customers’ expectations by providing input into the product development and testing process and assisting with help desk tasks, participating in external communications, and professional services.

Summary of essential job functions

Key Responsibilities

• Manage a portfolio of small to mid-sized accounts to ensure successful adoption, engagement, and renewal.
• Monitor customer health metrics to identify renewal risks early and take corrective action.
• Recommend add-ons, contract expansions, or upgrades based on customer usage patterns or needs.
• Collaborate with the sales team to provide product demonstrations and address potential client inquiries.
• Identify any customer dissatisfaction that may impact contract renewals and recommend strategies to mitigate churn risk.
• Develop a trusted advisor relationship with customers; build and maintain strong, long-lasting customer re