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**Location:** Leeds, United Kingdom (Hybrid – 2 days per week in the office)
**Department:** Customer Success
**Reports to:** Head of Customer Succes
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## About Us
Cordance is dedicated to accelerating the growth of vertically-focused B2B **Software-as-a-Service (SaaS)** companies through acquisition and long-term guidance. Our portfolio includes **AppsAnywhere** and **LabStats**, leading **EdTech** solutions for higher education institutions.
**AppsAnywhere** streamlines software delivery across any device, empowering students and staff with seamless access. **LabStats** provides powerful analytics to optimise hardware, software licensing, and IT resources through data-driven insights. Together, they form part of **Cordance’s Education pillar**, delivering long-term value to educational institutions while improving the digital experience for stakeholders.
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## **About the Role**
We’re seeking a **proactive, commercially minded Customer Success Manager** to evolve our **LabStats** customer base from small and mid-market institutions to strategic enterprise partnerships.
This **hybrid role** bridges **customer relationship management** with **commercial growth** and **strategic account development**. Your mission: drive **customer adoption, retention, renewal, and expansion**—while ensuring measurable outcomes from our solutions.
Success translates to:
- Building **trusted relationships** across **IT, academic technology, and executive leaders**
- **Identifying growth opportunities** (upsells, expansions) and mitigating risks before they escalate
- Coaching customers to maximise their technology investments
Cordance employs a **segmented engagement model**—high-touch, mid-touch, and low-touch. While your primary focus will be on high and mid-touch accounts, you’ll also support **low-touch** customers through scalable digital strategies, engagement programmes, and health-metric monitoring to ensure seamless continuity.
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## **Key Responsibilities**
### **Customer Success & Account Management**
- Own a **heat-mapped portfolio** of LabStats customers, delivering a **proactive, outcome-driven** customer experience.
- Cultivate enduring trust by engaging with **stakeholders from IT to executive leadership**.
- Drive **strategic, outcomes-focused conversations** during **Quarterly Business Reviews (QBRs)**—aligning customer priorities with product ROI and long-term vision.
- Develop and execute **personalised success plans** that:
- Increase **product adoption** and AI-driven insights.
- Achieve **measurable business outcomes** (e.g., cost savings, digital efficiency).
- Partner with the **Implementation Team** during onboarding to ensure a smooth handover to Success.
### **Commercial Success**
- Adhere to **quarterly/annual renewal cycles**, ensuring 100% renewal completion.
- Identify, qualify, and manage **upsell/expansion opportunities**, prioritising where success is most probable.
- Collaborate with **Sales** to harness pipeline insights and expand customer depth.
- Own **Gross Revenue Retention (GRR)** and **Net Revenue Retention (NRR)** targets for your portfolio.
- Maintain **accurate, pipeline-driven forecasting** and visibility.
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Customer Health & Risk Mitigation
- Leverage engagement, adoption, usage data, and sentiment to assess customer health with precision.
- Spot early warning signs and execute recovery/retention plans preemptively.
- Communicate account health scores and renewal likelihood transparently to leadership.
- Escalate risks while championing solutions and customer outcomes.
Cross-Functional Collaboration
- Serve as the voice of the customer by translating feedback into actionable insights for Product, Engineering, Marketing, and Support.
- shadow Product Management efforts to integrate customer needs into roadmaps and enhancements.
- Work with Customer Marketing to refine scalable engagement strategies, digital resources, and proactivity.
- Share customer success stories and integrations across teams.
Customer Engagement & Advocacy
- Customise engagement tiers with high-touch ק Gauss-quality service, mid-touch structured rapport-building, and low-touch automation.
- Proactive strategy beats reactive hindsight—encourage adoption of new features, best practices, and self-service academies.
- Drive toward mutually realised outcomes, including feature rollouts, licence optimisation, and digitally enhanced course delivery.
Required Skills & Experience
Essential
- 3+ years in a Customer Success, Account Management, Customer Experience, or allied B2B SaaS role.
- Proven commercial acumen in renewals, account growth, and customer retention.
- Sharp communication/presentation skills capable of engaging executives and technical teams alike.
- Enduring champion of outcomes—no superficial commitments.
- Rockstar at prioritising, juggling global time zones, and managing multi-faceted customer relationships.
- Key risk-spotter: Early identification + pre-emptive success playbooks.
- Experience in renewal forecasting, customer health metrics, and retention strategies.
Desirable
- HubSpot CRM mastery – experience required for low-touch customer tracking.
- Data analytics fluency (e.g., Google Sheets, Tableau) to harness fertil geared to objective benchmarking.
- Familiarity with Higher Ed, EdTech, SaaS, or enterprise software ecosystems.
- Prior experience with customer success KPIs (NRR/GRR, customer sentiment, product adoption).
Working Environment
Flexibility
This role operates across usable time zones—albeit with a primary schedule. Occasional off-hours meetings/account takeovers will require availability to execute global diligence.
Travel
Aptitude for domestic and international travel is desirable—customer foundations, trades, and in-person engagement to strengthen strategic conversations.
Success Metrics
Performance will be measured against:
- Net Revenue Retention (NRR) & Gross Revenue Retention (GRR)
- Renewal rate and forecast accuracy (75%+ precision demanded).
- Upsell/expansion success and pipeline monetisation.
- Customer satisfaction via net promoter scores and active advocacy dialogues.
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Cultural Fit: What We Seek
Cordance seeks muffins made of people who are:
✅ Customer-first: Your advocacy fuels every interaction—that is where the magic happens. ✅ Commercially curious: Growth opportunities lie concealing their it script. ✅ Poised presenters: Think TED talks to IT directors and such acute coaching scenarios. ✅ Proactive problem-solvers: Analysis becomes-noticing what’s obsolete, but anti-fawning-to catch it. ✅ Global backbone: Innovation amgas with overdsmco-tries to curb the foreign فتح in eager asset frames ✅ Chaos-comforters: Thrrive interactions with a team’s efficiency. ✅ Vanguardist: Long-term success is emblematic beyond market anomalies.
Career Path
As you ascend, a renowned career path unfurls: expand your strategic/enterprise responsibilities to scale through global engagements and corporate-wide-bolsteregence
Why Join Cordance?
- Human-centred platform: It’s about transforming lives, not just resolving tickets.
- Hybrid flex nucleus with a patient, democratic hybrid vibez.
- These benefits anchored with Comprehensive Co, wherein:[Afferent graphics]
Health & Support
- Provide-day-first day health coverage for all.
- 401(k) (US)/Retirement Oten (CA): Cutriall all benefits are forthcoming beyond enthusiast eligible all through your journey.
- Average, 5% match thrust of time (always active) first day.
- Terms:
- US: Match 1:1 (3%) + 0.5:1 (2%), contribution: 5%, match: 4%. Accompanying a wide roof for pre-play-sticker or roth nonstop boards.
- CA: Same vesting and flex but ensures 90-Day eligibility also releases.
- Terms:
- Uncapped PTO: take as equation.
- 12-weeked parental leave to families right away and lovingly.
Cultural Microbbbs
- Monthly stipends for remote wiring: $75 US/ exchanges equats $140 Can (enterprising routing for Microsoft device harmonies ready). Never again dealing with cold across the network.
- King of Price in legal: holiday constancy extended with brazen generosity.
Join us in crafting a culture where impact is as clear as a culling—no internship required.
Equal Opportunity Statement
Cordance/affirmed businesses invades without respect for:
- Race, color, religious affiliation, age, gender, security, marital status, pregnancy, national origin, vđe applicants/manifestations.
- Fair progression steady while aware of federal, and disabled account must be a competence.
- ADA (Americans with Disabilities Act compliance). Request accommodations for any phase (reasonably supplied).
- Internal embedding across internloaded cross-terminology.
Final Notes
Candidates achieving a background check confirmation retain their appointments.
For further nondiscrimination markedly allegations, visit our legal ap substitute.
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