Customer Success Manager

About the role

We're looking for a proactive, commercially minded Customer Success Manager to help our customers maximise the value of AppsAnywhere and LabStats. Initially, you'll manage a portfolio of small and mid-market LabStats customers, with the opportunity to progress into managing strategic enterprise accounts based on performance. This role combines customer relationship management, commercial ownership, and strategic account development. You'll be responsible for driving customer adoption, retention, renewals, expansions, and long-term customer value while ensuring customers achieve measurable outcomes from our solutions. Success in this role means building trusted relationships, identifying opportunities for growth, recognising risks before they become issues, and acting as the voice of the customer across the business. Our Customer Success organisation operates a segmented engagement model, providing high-touch, mid-touch, and low-touch customer experiences. While your primary portfolio will consist of mid-touch and high-touch customers, you will also support our low-touch customer segment through scalable customer marketing initiatives, digital engagement programmes, and proactive monitoring of customer engagement and health metrics.

Responsibilities

• Customer Success & Account Management
• Own a portfolio of LabStats customers, delivering a proactive customer success experience.
• Develop trusted relationships with customer stakeholders across IT, academic technology, and executive leadership.
• Influence and engage senior stakeholders to drive strategic conversations, adoption, and long-term customer value.
• Conduct regular Business Reviews (QBRs) focused on customer outcomes, product adoption, ROI, and future success.
• Create and execute customer success plans that drive product adoption and measurable business outcomes.
• Support new customer onboarding alongside the Implementation team to ensure a smooth transition into Customer Success.
• Commercial Success
• Own the renewal process for your customer portfolio.
• Be responsible for identifying, qualifying, and managing upsell and expansion opportunities across your accounts. Upsell ownership sits within the Customer Success team, working collaboratively with Sales where appropriate.
• Develop account growth plans that increase customer value through product adoption, additional licensing, new products, and strategic expansions.
• Be accountable for achieving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
• Maintain accurate renewal forecasting and pipeline visibility.
• Customer Health & Risk Management
• Monitor customer health using engagement, adoption, product usage, commercial indicators, and customer sentiment.
• Identify early warning signs and proactively execute success or recovery plans.
• Accurately assess renewal likelihood and maintain reliable customer health scores.
• Produce accurate renewal forecasts and communicate account risk to leadership.
• Escalate customer risks appropriately while driving successful customer outcomes.
• Cross-Functional Collaboration
• Act as the voice of the customer, providing actionable feedback to Product,

Benefits

Additional Information

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. AppsAnywhere and LabStats are leading EdTech solutions that help higher education institutions improve the way technology is delivered, managed, and measured. AppsAnywhere simplifies software delivery, enabling students and staff to access applications on any device, anywhere. LabStats provides powerful analytics that help institutions optimise hardware, software licensing, and IT resources through data-driven insights. Together, they form part of the Education pillar within Cordance - a global portfolio of vertical SaaS businesses focused on delivering long-term customer value. Our mission is to help educational institutions maximise the value of their technology investments while improving the digital experience for students, faculty, and IT teams. --- Location: Leeds, United Kingdom (Hybrid - 2 days per week in the office) Department: Customer Success Reports to: Head of Customer Success

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