We're looking for a

Customer Success Manager

 This role is Remote, United States

The Customer Success Manager (CSM) is responsible for a portfolio of customer accounts and leverages product expertise and a practitioner’s lens to align account strategy with business outcomes. The CSM builds relationships with clients and plays an essential role in developing and managing ongoing partnerships in order to maintain a high level of client satisfaction and loyalty. By maintaining a proactive focus on product optimization, adoption and engagement, the CSM drives outcomes leading to renewals, expansion and advocacy.

As the trusted partner for the customer on use-case, product functionality and talent management best practices, the CSM collaborates with Sales to set outcomes and measurable objectives with the customer and ensures the customer is on track to seeing maximum value from the Cornerstone solution. Engaging across the customer’s organization and internally within Cornerstone, the CSM “quarterbacks” experiences by various cross-functional teams on behalf of the customer and proactively identifies opportunities and risks and presents recommendations and solutions.

In this role you will:

• Manage a portfolio of customers and conduct regular customer meetings to drive a high level of satisfaction and value realization with the Cornerstone solution.
• Collaborate with Account Managers to set outcomes and measurable objectives with the customer.
• Develop a consultative relationship with each customer and work across business and functional units to gain customer insight and build effective partnerships.
• Partner with customers to understand their current and future business goals and challenges and translate that into people, product and process strategies.
• Empower customers to connect their goals and challenges with solutions in the Cornerstone platform while increasing adoption and utilization.
• Work across the customer’s business organization to communicate the value of these solutions to their team and executives.
• Advocate on behalf of customers by engaging with Cornerstone’s product and technical teams to translate customer feedback into product requirements.
• Collaborate and work cross-functionally, engaging the appropriate consultants and technical resources as necessary.
• Provide industry insights, guidance and recommendations to drive customer strategic outcomes.
• Meet assigned targets for expansion, renewals and strategic objectives in assigned accounts.
• Pass initial certification exams and maintain expert level knowledge of Cornerstone product offerings and configuration options by staying current with releases.
• ... and being the rockstar you are, you will be willing to take on additional responsibilities as needed.

You’ve got what it takes if you...

• Have a B.A./B.S. degree or equivalent professional experience in Human Resources, Organizational Development or other applicable field.
• Have a minimum of 3 years of experience using the Cornerstone application or comparable product with a demonstrated high level of skill.
• Are highly detail-oriented and able to manage multiple projects simultaneously.
• Are organized and methodical with excellent follow-up to meet customer expectations and deadlines.
• Have excellent communication, presentation, consulting and analytical skills.
• Have passion for customer success.
• Enjoy working in a fast-paced, dynamic organization.
• Are able to adapt changes in roles and responsibilities.
• Are able to travel up to 15-30%.

Extra dose of awesome if you have...

• SPHR, SHRM-CP, SHRM-SCP, CCP, CPLP designation

• MBA or other graduate degree
• Salesforce, Seismic, and Gainsight experience
• Public sector, higher ed, Federal government experienc

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Our Culture:

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.  

Who We Are:

Cornerstone powers the potential of organizations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI-powered workforce agility platform, meets organizations where they are. With Galaxy, organizations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce. More than 7,000 organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high-performing, future-ready organizations and people today.

Total Rewards:

At Cornerstone, we are dedicated to inspiring excellence and pushing boundaries in everything we do. Our compensation strategy is based on three fundamental principles: equitable pay, market-driven research, and skill-based appraisals. As part of our mission to share success and empower individuals to thrive in an ever-changing world, the listed salary range is just one element of Cornerstone’s comprehensive compensation package. This compensation package may also include annual bonuses, short- and program-specific awards depending on the role, and a comprehensive benefit offering. The disclosed salary range reflects the geographic differential based on the location of the position if applicable. The starting salary for the successful applicant will depend on several job-related factors, including education, training, experience, certifications, location, business needs, and market demands. This range is based on a full-time position and may be adjusted in the future. Join us in shaping the future of work — tomorrow, together. Experience flexibility and empowerment in your career at Cornerstone. The BASE salary range for this position is: 83100 - 133000 USD.

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Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at careers@csod.com or +1 855 454 8433.

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Read the Read the Pay Transparency Nondiscrimination Provision poster here

Bachelor's degree or equivalent experience; 3+ years using Cornerstone or comparable products; strong communication, consulting, presentation, analytical, organizational, and project management skills; travel up to 15–30%.

Key Responsibilities

• managing accounts
• driving adoption
• advocating customer needs

Skills & Tools

Cornerstone, Salesforce, Seismic, Gainsight

Job Details

• Category: Customer Service
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — United States
• Salary: USD 83,100 – 133,000 / year
• Languages: English

About Cornerstone OnDemand

A technology company providing an AI-powered workforce agility platform for learning, talent development, and organizational growth. — Industry: Information Technology