Cornerstone OnDemand
Manager, Customer Success
Gainsight
Gong
Salesforce
Edtech.com's Summary
Cornerstone is hiring a Manager, Customer Success to lead a team of Customer Success Managers focused on driving adoption, retention, renewals, and expansion among customers. The role involves developing and implementing customer success initiatives, managing team performance, and collaborating cross-functionally to enhance customer satisfaction and increase Annual Recurring Revenue (ARR).
Highlights
- Lead and develop a team of Customer Success Managers, managing hiring, coaching, and retention.
- Drive key performance metrics including renewals, retention, upsells, and customer engagement.
- Manage customer success offerings such as adoption support, customer coaching, and workshops.
- Collaborate cross-functionally to launch and measure the impact of customer success initiatives.
- 4+ years of Customer Success experience and leadership or management experience required.
- Proficiency with Salesforce, Gainsight, Tableau, and Gong is a plus.
- Recommended qualifications include SPHR, SHRM certifications, CCP, CPLP, or an MBA.
- Ability to travel up to 15-30% to support customer engagements.
- Base salary range from $103,100 to $165,000, with additional bonuses and benefits depending on role and location.
- Focus on diversity, inclusion, and customer centricity in a dynamic, growth-oriented environment.
Manager, Customer Success Full Description
Manager, Customer Success
United States
We're looking for a
Manager, Customer Success
This role is Remote, United States
Cornerstone is seeking an agile, results driven professional to serve as Manager, Customer Success. This role will report to the AMER Customer Success Director and will lead a team of Customer Success Managers (CSM) responsible for engaging with customers in a scaled approach to drive adoption and outcomes, leading to renewals, expansion, and advocacy.
The Manager, Customer Success will work cross functionally to develop customer success initiatives to increase Annual Recurring Revenue (ARR) and Retention. This includes operational planning behind the scenes as well as customer-facing engagements. Additionally, this role will collaborate cross-functionally on business initiatives to increase customer centricity and grow customer satisfaction.
In this role you will:
Cornerstone is seeking an agile, results driven professional to serve as Manager, Customer Success. This role will report to the AMER Customer Success Director and will lead a team of Customer Success Managers (CSM) responsible for engaging with customers in a scaled approach to drive adoption and outcomes, leading to renewals, expansion, and advocacy.
The Manager, Customer Success will work cross functionally to develop customer success initiatives to increase Annual Recurring Revenue (ARR) and Retention. This includes operational planning behind the scenes as well as customer-facing engagements. Additionally, this role will collaborate cross-functionally on business initiatives to increase customer centricity and grow customer satisfaction.
In this role you will:
- Lead and manage a team of CSMs, including hiring, developing, coaching, and retaining team members
- Provide guidance and support for teammates in the areas of customer relationship management, product knowledge, talent management best practices, and business acumen
- Serve as a point of escalation for CSMs when standard processes have been exhausted
- Manage the quality of Customer Success offerings including the adoption and optimization support model, customer coaching, customer workshops, and other engagement programs
- Drive team performance in key metrics: renewal, retention, upsells, and all critical KPIs
- Launch scaled Customer Success initiatives
- Measure and track success of customer success initiatives
- Take on Customer Success and cross-functional projects (as needed)
- And being the Rockstar you are, be willing to take on additional responsibilities as needed
You’ve got what it takes if you have...
- Passion for Customer Centricity and Customer Success
- 4+ years of Customer Success experience
- Experience leading or managing teams
- Strong attention to detail and ability to manage multiple projects simultaneously
- Strong organizational skills with excellent follow-up to ensure customer expectations and deadlines are met
- Excellent communication skills and analytical skills
- Ability to travel up to 15-30%
- Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
Extra dose of awesome if you have...
- SPHR, SHRM-CP, SHRM-SCP, CCP, CPLP designation
- MBA
- Salesforce, Gainsight, Tableau and Gong experience
- Managing Customer Success teams
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: 103100 - 165000 USD.
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.
Read the Read the Pay Transparency Nondiscrimination Provision poster here
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