The Customer Success Manager (CSX focus) is responsible for ensuring customers receive value from their investment in Cornerstone. Through direct customer engagements, the Customer Success Manager drives adoption, utilization and optimization and facilitates the customer’s use of the Cornerstone solution to achieve business outcomes.
The Customer Success Manager will partner directly with Account Management and other internal teams to drive retention and growth within Cornerstone’s customer base. This role is a trusted resource supporting customers with a blend of business process knowledge, talent management expertise and functional knowledge of Cornerstone. The CSM will also serve as a customer advocate cross-functionally within the organization. Engaging via a one-to-many model or by managing a dedicated portfolio of accounts, the CSM leverages a strong understanding of key customer outcomes, strong product knowledge and a highly customer centric approach to ensure customers achieve results.
In this role you will:
Be a trusted partner for post-go live customers
Recommend optimal Cornerstone use cases based on a thorough understanding of the customer’s business, industry, and success criteria to maximize value
Develop and execute a relationship action plan to enhance customers’ success and ensure renewal
Partner with customers to understand their current and future business goals and provide recommendations on how to achieve those goals through Cornerstone
Uncover and develop account expansion opportunities to support ongoing account growth
Serve as an advocate for the customer cross-functionally across the organization
Collaborate and work cross-functionally, engaging the appropriate resources as necessary
Support customers in understanding the resources, training, support, and services available to help make them successful
Engage customers in both direct and 1:many settings
Pass initial certification exams and maintain 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.S. or equivalent professional experience in Human Resources, Organizational Development or Business
3+ years of experience using the Cornerstone CSX application with a demonstrated high level of skill
7+ years of professional experience in talent management, customer success or consulting
High attention to detail and can manage multiple projects simultaneously
Strong organizational skills and are methodical with excellent follow-up to meet customer expectations and deadlines
Excellent communication, presentation, consulting and analytical skills
Passion for customer success
Ability to work in a fast-paced, dynamic organization
Ability to travel 5% for industry conferences
Extra dose of awesome if you have.. .
SPHR, SHRM-CP, SHRM-SCP, CCP, CPLP designation
MBA
Salesforce, Seismic, and Gainsight experience
#LI-ET1
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, color, gender, age, sexual orientation, 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 [email protected]
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