Customer Success & Account Manager

Cordance

10d

About The Position

The Customer Success & Account Manager is a strategic, relationship-driven role responsible for owning customer retention, renewal, expansion, and long-term value realization across a portfolio of mid-market and enterprise higher education clients. This role blends senior-level customer success leadership with commercial accountability. You will serve as a trusted advisor to housing and residence life leaders while acting as a visible ambassador for eRezLife within the broader housing community.

Requirements

5–8+ years combined experience in Customer Success, Account Management, and Residence Life/Housing.
Proven success with task and project management.
Proven ability to retain an existing customer base and optimize the customer experience, fueling increases to ARR targets.
Strong executive presence and presentation skills.

Nice To Haves

Residence life or housing operations experience.
Experience with systems like Salesforce, HubSpot, MailChimp, Subskribe, and Canva.
Conference presentations and association involvement.
Willingness to travel.

Responsibilities

Own executive-level relationships within assigned territories.
Lead strategic business reviews demonstrating value and ROI.
Advocate for customer needs internally.
Own renewals end-to-end including forecasting and negotiation.
Identify and mitigate churn risk.
Lead value-based pricing and expansion discussions.
Identify upsell and expansion opportunities.
Drive expanded adoption across housing and residence life functions.
Represent eRezLife at regional and national housing associations.
Present at conferences and industry events.
Travel as needed for customer and association engagement.
Participate in the onboarding and adoption process for clients.
Translate customer feedback into product insights and recommendations.
Maintain CRM discipline and contribute to marketing efforts.

Benefits

Comprehensive Health Coverage: Coverage begins on your first day of employment.
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.
Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
12 weeks paid leave for all employees.
Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.
Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.

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