Customer Success & Account Manager

📋 Description

• • Cordance is a growth-focused company that partners with vertically focused B2B SaaS companies, providing tactical and financial guidance to accelerate their growth. We are a team of experienced operators and subject-matter experts passionate about software and business building. Our mission is to help founders scale their businesses and achieve their full potential by increasing revenue, improving company efficiency, and maximizing impact. We believe in building on the unique strengths of each company, elevating them as they grow, and fostering a culture of dignity, employee well-being, and legacy creation.
• • As a Customer Success & Account Manager at eRezLife, the leading housing and residence life software provider, you will be instrumental in ensuring our higher education clients achieve maximum value from our platform. This role is pivotal in driving customer retention, securing renewals, identifying expansion opportunities, and fostering long-term partnerships. You will act as a strategic advisor to housing and residence life leaders, deeply understanding their needs and challenges, and serving as a proactive ambassador for eRezLife within the higher education housing community. Your day-to-day will involve cultivating and managing executive-level relationships within your assigned client portfolio, conducting strategic business reviews to demonstrate the tangible value and return on investment (ROI) our software provides, and effectively advocating for customer needs and feedback internally to influence product development and service improvements. You will be responsible for the end-to-end renewal process, including accurate forecasting, skillful negotiation, and proactive identification and mitigation of any potential churn risks. Furthermore, you will lead discussions around value-based pricing and identify upsell and expansion opportunities to drive deeper adoption of eRezLife's solutions across various housing and residence life functions, thereby increasing customer lifetime value and contributing directly to ARR targets. Your role will also extend to representing eRezLife at key industry events, including regional and national housing associations, where you will present at conferences and industry events, sharing insights and best practices. This will involve travel as needed to engage with clients and participate in association activities. You will also play a crucial role in the client onboarding and adoption process, ensuring a smooth transition and continuous engagement with the platform. A key aspect of your role will be translating valuable customer feedback into actionable product insights and recommendations for our product and engineering teams. Maintaining meticulous CRM discipline and contributing to broader marketing efforts by sharing customer success stories and insights will also be part of your responsibilities.
• • eRezLife is the premier software solution for housing and residence life professionals, developed by industry experts to enhance campus communities, streamline operations, and elevate the student experience. Our work is built on a foundation of connection, trust, transparency, and community, emphasizing that technology should complement, not replace, the vital relationships within residence life. We maintain strong ties to the higher education housing ecosystem and actively engage with professional associations to remain a trusted, long-term partner for our clients.
• • In this role, you will gain invaluable experience in strategic account management within the SaaS sector, specifically within the higher education technology market. You will develop advanced skills in executive relationship management, value-based selling, contract negotiation, and customer retention strategies. You will have the opportunity to deepen your understanding of the higher education housing and residence life landscape, becoming a subject matter expert. This position offers the chance to significantly impact client success and contribute to the growth of a leading software provider, while also developing your professional network within the industry through active participation in associations and conferences. You will learn to effectively translate customer needs into product improvements, driving innovation and client satisfaction.