Customer Success & Account Manager
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AI Summary
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.
About eRezLife
eRezLife is the leading housing and residence life software provider built by residence life professionals for residence life professionals. We partner with colleges and universities to strengthen campus communities, streamline housing operations, and elevate the student experience through a flexible, customizable software platform.
Our work is grounded in connection, trust, transparency, and community. We believe technology should support—not replace—the meaningful relationships that define residence life. eRezLife maintains deep ties to the higher education housing ecosystem and actively engages with regional and national housing and residence life associations to remain a trusted, long-term partner to our clients.
Position Overview
The Customer Success & Account Manager is a strategic, relationship-driven role responsible for owning customer retention, renewal, expansion, and long-term value realization across a portfolio of mid-market and enterprise higher education clients.
This role blends senior-level customer success leadership with commercial accountability. You will serve as a trusted advisor to housing and residence life leaders while acting as a visible ambassador for eRezLife within the broader housing community.
Key Responsibilities
Strategic Customer Partnership
- Own executive-level relationships within assigned territories.
- Lead strategic business reviews demonstrating value and ROI.
- Advocate for customer needs internally.
Retention, Renewals & Revenue Ownership
- Own renewals end-to-end including forecasting and negotiation.
- Identify and mitigate churn risk.
- Lead value-based pricing and expansion discussions.
Expansion & Growth
- Identify upsell and expansion opportunities.
- Drive expanded adoption across housing and residence life functions.
Industry Engagement & Thought Leadership
- Represent eRezLife at regional and national housing associations.
- Present at conferences and industry events.
- Travel as needed for customer and association engagement.
Product Adoption & Operational Excellence
- Participate in the onboarding and adoption process for clients.
- Translate customer feedback into product insights and recommendations.
- Maintain CRM discipline and contribute to marketing efforts.
Required Qualifications
- 5–8+ years combined experience in Customer Success, Account Management, and Residence Life/Housing.
- Proven success with task and project management.
- Proven ability to retain an existing customer base and optimize the customer experience, fueling increases to ARR targets.
- Strong executive presence and presentation skills.
Preferred Qualifications
- Residence life or housing operations experience.
- Experience with systems like Salesforce, HubSpot, MailChimp, Subskribe, and Canva.
- Conference presentations and association involvement.
- Willingness to travel.
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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