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 strategic and visionary Customer Success Director to join the WebPresented leadership team and shape the future of customer experience for their SaaS platform serving distributors and manufacturers. Reporting directly to the COO, you will define and execute the vision for Customer Success, Implementation, and Support—ensuring customers achieve measurable success and receive exceptional value throughout their journey. This is a high-impact leadership role offering the opportunity to drive growth, retention, and customer advocacy, collaborate cross-functionally, mentor high-performing teams, and make a lasting impact across the organization by delivering best-in-class outcomes.
This is a fully remote role; all candidates must be based in the US
What You’ll Do
- Define the vision and drive strategy for the Customer Experience organization in alignment with WebPresented’s long-term goals.
- Oversee the end-to-end customer journey from sales to renewal, ensuring a seamless, value-driven experience at every touchpoint.
- Lead, mentor, and inspire high-performing Customer Success, Implementation, and Support teams. Foster a culture of accountability, customer-centricity, and continuous improvement.
- Manage the identification, scoping, and delivery of custom solutions, including Enhanced Support packages and Statements of Work (SOWs) for customizations.
- Act as a player-coach—approving CSM-led work, guiding the execution of deliverables, and serving as the senior point of contact for customers during these engagements.
- Build and nurture strong relationships with key customers and partners, understanding their business goals and ensuring WebPresented delivers solutions that align with their strategic needs.
- Develop initiatives to improve customer retention, expansion, and advocacy—maximizing lifetime value and contributing to revenue growth.
- Represent the customer at the leadership level, providing feedback and insights that inform product development, roadmap planning, and go-to-market alignment.
- Track customer health and team performance using key KPIs. Use data to identify areas for improvement and drive operational efficiencies.
- Collaborate closely with Sales, Product, and Marketing teams to ensure alignment in delivering a unified, customer-first experience.
- Represent WebPresented at conferences, trade shows, and industry events.
- Stay current on industry trends and best practices to continuously innovate and differentiate WebPresented’s customer experience offerings.
- Evaluate and implement technologies, processes, and resources to scale customer experience delivery while maintaining high quality.
What You Bring
- 10+ years of progressive experience in Customer Success, Implementation, Professional Services, or similar roles, including at least 3 years managing customer experience teams.
- Hands-on experience supporting and deploying SaaS solutions, preferably across various industries and business models.
- Experience managing the end-to-end delivery of custom solutions, including Enhanced Support and SOW-based customizations.
- Strong understanding of software development, product strategy, and SaaS business models (both recurring and non-recurring revenue).
- Proven ability to develop strategic relationships with senior stakeholders.
- Comfortable balancing customer needs with company priorities and revenue goals.
- Results-driven, with a strong sense of ownership and accountability.
- Track record of improving customer adoption, retention, and satisfaction within a SaaS environment.
What Will Help You Stand Out
- Experience working with CRM or ERP platforms (particularly in distribution or manufacturing industries).
- Background in custom solution delivery, including developing and managing Statements of Work and leading cross-functional implementation efforts.
- Experience acting as a player-coach, guiding individual contributors while staying hands-on in key accounts or projects.
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/Top Skills
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