Customer Operations Manager

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 analytical Customer Operations Manager to join our Revenue Operations team. In this role, you’ll work closely with Account Management and Customer Success teams across our portfolio companies to support post-sale workflows, drive retention, and advance expansion opportunities.

You’ll lead key operational processes and reporting initiatives that improve customer lifecycle management, renewal forecasting, and revenue visibility. Your work will directly contribute to aligning customer experience with our broader revenue strategy.

This is a fully remote role; all candidates must be based in the U.S.

What You’ll Do

• Maintain and optimize AM/CS workflows (renewals, QBRs, expansions, lifecycle tracking)
• Report on customer journey stages and identify process improvements using data and stakeholder feedback
• Optimize quote-to-cash workflows in collaboration with Sales Ops, Finance, and Billing
• Build dashboards and reports for churn, NRR/GRR, expansion pipeline, product retention, and services adoption
• Gather pre-integration revenue data and support CPQ implementation with M&A, Integration, and Accounting
• Develop and own white space models to identify expansion opportunities
• Prepare reporting for MBRs and board meetings; surface customer and revenue insights
• Forecast renewals, churn, and expansion bookings; integrate CS/AM data into company revenue models
• Track performance vs. targets for renewals, upsells, and uplift (price escalators)
• Drive CRM data hygiene and reporting accuracy
• Operationalize and refine customer health scoring models and early warning systems
• Automate CS/AM workflows tied to retention and risk mitigation
• Collaborate cross-functionally with Sales, Marketing, Pricing, Finance, and Product
• Establish feedback loops from CS/AM to Product and GTM teams
• Enable acquisition integration efforts across systems, processes, and coverage models

What You Bring

• 4+ years in Revenue, CS, or AM Operations within a B2B SaaS environment
• Experience with financial modeling, forecasting, and strategic planning
• Familiarity with building white space or TAM models
• Proficiency in Excel and BI tools (e.g., Looker, Tableau)
• Experience improving lifecycle processes and quote-to-cash workflows
• Strong command of CRM systems and customer data accuracy standards

What Will Help You Stand Out

• Experience enabling post-acquisition process and system integrations
• Familiarity with CPQ and quote-to-cash billing/finance workflows

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/