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.

Cordance is seeking a Customer Success Manager for Rubber Tree Systems, a provider of B2B SaaS solutions for the industrial distribution, wholesale, and manufacturing industries. In this role, the Customer Success Manager (CSM) will be responsible for driving customer satisfaction, retention, and expansion across our platforms—including rubbertree.app, WebQuery, WarehouseTWO, and ValueDocs.

This is a fully remote role; all candidates must reside with full work authorization in the US 

Responsibilities: 

• Participate in customer onboarding, ensuring successful implementation and early adoption. 
• Drive engagement through regular check-ins, usage monitoring, and proactive issue resolution. 
• Manage renewals, mitigate churn risk, and identify upsell/cross-sell opportunities through outbound sales processes. 
• Educate customers on product features, updates, and best practices. 
• Collaborate with sales, support, product, and marketing teams to enhance customer experience. 
• Track and report key metrics (NRR, churn, customer health, and satisfaction). 

Qualifications: 

• 3-5 years in customer success, account management, or a related B2B SaaS role. 
• Experience in the distribution/wholesale industry is a plus. 
• Strong communication, problem-solving, and organizational skills. 
• Familiarity with SaaS platforms, CRMs, and SQL (preferred). 
• Bachelor's degree preferred but not required. 

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