Customer Success Manager

This role is remote, based in the United States.

About the role

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 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, presenting recommendations and solutions.

Responsibilities

• 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.
• Be willing to take on additional responsibilities as needed.

Requirements

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

Preferred Qualifications

• SPHR, SHRM-CP, SHRM-SCP, CCP, CPLP designation.
• MBA or other graduate degree.
• Salesforce, Seismic, and Gainsight experience.
• Public sector, higher education, or Federal government experience.

About Cornerstone

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.

Pay

The base salary range for this position is 83,100 – 133,000 USD. This 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.

Benefits

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 compensation package may also include annual bonuses, short- and program-specific awards depending on the role, and a comprehensive benefit offering.