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.

We are seeking a strategic and analytical Customer Strategy & Operations Manager to join our Revenue Operations team. In this role, you will partner closely with Account Management and Customer Success teams across our portfolio companies to optimize the post-sale customer journey and drive Gross and Net Revenue Retention (GRR & NRR). You will lead operational processes, reporting, and cross-functional initiatives that support lifecycle management, renewal forecasting, and expansion planning.

This is a high-impact role central to aligning customer operations with our overall revenue strategy and go-to-market execution.

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

What You'll Do

Process Optimization

• Support and maintain core AM/CS workflows (e.g., renewals, QBRs, expansions) across portfolio companies.
• Manage and report on customer journey stages and lifecycle processes.
• Identify and resolve process gaps or inefficiencies through data and stakeholder feedback.
• Optimize quote-to-cash processes for renewals, expansions, and account changes in partnership with Sales Ops, Finance, and Billing.
  
  

Data & Reporting

• Build and maintain dashboards to track customer metrics, including:
• Churn & retention
• Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
• Upsell and cross-sell opportunities
• Product-level adoption and retention trends
• Develop and maintain a whitespace model to surface expansion opportunities across accounts.
• Gather pre-integration revenue data to support CPQ adoption in collaboration with M&A and Accounting.
• Prepare data-driven insights for Monthly Business Reviews (MBRs) and board presentations.
• Maintain CRM data hygiene to ensure reporting accuracy.
  
  

Forecasting & Revenue Planning

• Support forecasting of renewals, churn, and expansion bookings.
• Collaborate with Finance and Sales Ops to integrate AM/CS data into company-wide revenue models.
• Track performance against renewal, upsell, and price uplift targets.
  
  

Cross-Functional Alignment

• Act as the primary liaison between CS/AM, Sales, Marketing, Pricing, and Finance teams.
• Drive feedback loops from CS/AM to influence go-to-market and product strategies.
• Lead acquisition integration efforts for AM/CS operations, systems, and data models.
  
  

Customer Health & Risk Management

• Operationalize and iterate on customer health scoring models.
• Build early warning systems and risk mitigation workflows.
• Track and automate CS/AM activities that support proactive retention efforts.
  

What You Bring

• 4+ years in Revenue Operations, CS Ops, AM Ops, or related operational roles—preferably in B2B SaaS
• Strong financial modeling, revenue planning, and data analysis skills
• Experience building whitespace models
• Proficiency in Excel and data visualization tools (e.g., Looker, Tableau)
• Proven ability to drive operational improvements through data insights
• Strong communication and cross-functional collaboration skills
  
  

What Will Help You Stand Out

• Experience with post-acquisition integration (systems and process alignment)
• Familiarity with quote-to-cash workflows (e.g., CPQ, billing, finance systems)
  
  

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/