Customer Success Manager

Cordance is dedicated to accelerating the growth of vertically focused B2B SaaS companies through acquisition and long-term guidance. The Customer Success Manager will manage a portfolio of customers, ensuring they realize the value of their investment while driving customer retention and satisfaction through effective communication and support.

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 relationships
• Monitor and analyze customers’ usage of our product, report on trends to management, provide suggestions based on findings
• Collaborate and assist in maintaining a library of best practices based on customer interactions and subject matter expertise in collaboration with the other research products team members
• Travel as needed to represent the Research Product business unit for customer site visits, implementations, and sales and marketing opportunities
• Provide technical support for customers using established company processes and tools (Customer Support software, CRM, phone, email)
• Maintain a high standard of responsiveness, ensuring high levels of customer satisfaction with our support experience
• Provide backup and cross coverage of customer support as needed which may include after normal business hours to support customer across the country and global customers
• Develop and maintain subject matter expertise in Research Pharmacy by participating in educational opportunities, reading professional publications, maintaining professional networks, and participating in professional organizations
• Collaborate with the Director of Customer Success, VP of Business Solutions and Research Pharmacy Team to consult with customers on best practices and innovative uses of software features
• Offer guidance and feedback on all customer and prospect communications, including the McCreadie Group website, newsletters, training, and sales and marketing materials
• Work with the Research Pharmacy Team and the Development Team on all open issues relating to the Research Product based on feedback provided by Research Product Team members
• Provide recommendations to the Director of Customer Success relating to the direction of Research Products based on customer feedback and interactions
• Translate enhancement requests into high-level specs to design company's products as assigned
• Assist with testing of research product releases and new features in collaboration with the Research Products Team
• Provide or assist with customer implementation and training for new Research Product clients as needed
• Assist in creating and maintaining all user documentation to ensure customers can successfully use the research products
• Perform other duties as needed

Requirements:

• Subject matter expertise in research pharmacy (Investigational Drug Services) at clinical sites
• Minimum 3 years of relevant pharmacy research experience required and/or Minimum 3 years of Vestigo use
• Demonstrated ability to manage protocols, amendments, and protocol close out
• Demonstrated ability to operate an IDS service
• Demonstrated superior client relationship management skills
• Familiarity with CRM/CS tools (Salesforce, HubSpot, etc.)
• Strong collaboration skills and eagerness to learn
• Advanced user of Word, Excel and PowerPoint
• Excellent organizational skills with ability to work independently and manage projects with many moving parts
• Ability to perform duties in an efficient, professional, and courteous manner
• Excellent written and verbal communication skills
• Must be eligible to work in the U.S
• Certified Pharmacy Technician (CPhT)
• Bachelor's degree preferred or equivalent practical experience
• 3–5 years of experience in Customer Success, Account Management, or Professional Services in a SaaS or tech environment
• Experience in B2B SaaS or tech, managing multiple customer accounts and driving retention and adoption
• Familiarity with Help Desk processes and software (Kayako, HubSpot etc)
• Experience managing renewals and supporting price increase or expansion initiatives
• Fluent in French and other languages