Edtech.com's Summary

Cornerstone is hiring a Senior Manager, Global Customer Support. The role involves leading a team to deliver proactive, high-quality support to enterprise SaaS customers by optimizing support operations, leveraging data analysis, and collaborating cross-functionally to enhance customer satisfaction and retention.

Highlights

Lead, mentor, and manage a team of support professionals focused on enterprise customer support.
Oversee support operations using advanced SaaS support tools including AI-based automation, CRM, and customer experience analytics.
Develop and improve proactive, white-glove customer support programs to exceed enterprise customer expectations.
Analyze support metrics such as CSAT, NPS, first response time, and resolution time to drive data-informed improvements.
Identify opportunities for process automation and operational efficiency enhancements.
Collaborate with product, engineering, account management, and sales teams to ensure fast issue resolution and deliver customer feedback.
Act as a trusted advisor and escalation contact for enterprise customers, advocating internally on their behalf.
Required qualifications include a Bachelor’s degree or relevant experience, 6+ years in customer support/operations with 5+ years in leadership roles within SaaS environments.
Strong proficiency in customer support operational tools and CRM platforms is essential.
The base salary range for this position is $103,100 to $165,000 USD, complemented by bonuses and a comprehensive benefits package.

Senior Manager, Global Customer Support Full Description

Senior Manager, Global Customer Support

United States

We're looking for a

Senior Manager, Global Customer Support

This role is Remote, United States

About the Role:
As a Senior Customer Support Manager, you will lead a high-performing team responsible for delivering "white-glove," proactive support experiences to our enterprise SaaS customers. Your emphasis will be on operational excellence, leveraging advanced customer support tools and data analysis to drive strategic initiatives and ensure customer satisfaction, retention, and success.

In this role you will…

Team Leadership:
Manage, mentor, coach a team of support professionals, fostering growth, engagement, and accountability. Set clear goals, monitor performance, and ensure high-quality, timely customer interactions.
Operational Excellence:
Take ownership of support operations for enterprise customers, developing and optimizing workflows and processes using cutting-edge SaaS support tools (e.g. AI-based automation, omnichannel communications, Self-service knowledge bases, CRM and Customer experience analytics)
White Glove & Proactive Support:
Continuous improvement to existing “best in class” customer support package that exceed expectations for enterprise customers, focusing on proactive engagement, personalized solutions, and superior issue resolution.
Data-Driven Management:
Gather, analyze, and report on critical support metrics: CSAT, NPS, first response time, resolution time, and more. Use data to drive continuous improvement, inform decisions, and demonstrate impact to leadership.
Process Optimization:
Evaluate new technologies, tools, and best practices in support operations; identify opportunities for automation and efficiency.
Cross-functional Collaboration:
Partner with product, engineering, account management, and sales teams to drive successful customer outcomes, fast-track issue resolution, and relay customer feedback for product improvements.
Customer Advocacy:
Serve as a trusted advisor and escalation point for enterprise customers, advocating on their behalf internally and ensuring their voices are heard.

You’ve got what it takes if you’ve got…

Bachelor’s degree in a relevant field and/or role aligned experience required.
6+ years experience in customer support/operations roles, with at least 5 years leading teams in a SaaS environment.
Demonstrated expertise in enterprise-level support and white glove services.
Deep proficiency with customer support operational tools and CRM platforms.
Proven track record in data analysis and using metrics to drive decisions.
Experience designing and modeling customer support packages and service tiers for enterprise clients.
Excellent communication, leadership, and stakeholder management skills.
Ability to thrive in a fast-paced, customer-focused, and collaborative environment.

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.

Check us out on LinkedIn, Comparably, Glassdoor, and Facebook!

#LI-DG1

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 EEO is the Law poster here, and the supplementary poster here

Read the Read the Pay Transparency Nondiscrimination Provision poster here

Original Job Description

Senior Manager, Global Customer Support

United States

We're looking for a

Senior Manager, Global Customer Support

Team Leadership:
Manage, mentor, coach a team of support professionals, fostering growth, engagement, and accountability. Set clear goals, monitor performance, and ensure high-quality, timely customer interactions.
Operational Excellence:
Take ownership of support operations for enterprise customers, developing and optimizing workflows and processes using cutting-edge SaaS support tools (e.g. AI-based automation, omnichannel communications, Self-service knowledge bases, CRM and Customer experience analytics)
White Glove & Proactive Support:
Continuous improvement to existing “best in class” customer support package that exceed expectations for enterprise customers, focusing on proactive engagement, personalized solutions, and superior issue resolution.
Data-Driven Management:
Gather, analyze, and report on critical support metrics: CSAT, NPS, first response time, resolution time, and more. Use data to drive continuous improvement, inform decisions, and demonstrate impact to leadership.
Process Optimization:
Evaluate new technologies, tools, and best practices in support operations; identify opportunities for automation and efficiency.
Cross-functional Collaboration:
Partner with product, engineering, account management, and sales teams to drive successful customer outcomes, fast-track issue resolution, and relay customer feedback for product improvements.
Customer Advocacy:
Serve as a trusted advisor and escalation point for enterprise customers, advocating on their behalf internally and ensuring their voices are heard.

You’ve got what it takes if you’ve got…

Bachelor’s degree in a relevant field and/or role aligned experience required.
6+ years experience in customer support/operations roles, with at least 5 years leading teams in a SaaS environment.
Demonstrated expertise in enterprise-level support and white glove services.
Deep proficiency with customer support operational tools and CRM platforms.
Proven track record in data analysis and using metrics to drive decisions.
Experience designing and modeling customer support packages and service tiers for enterprise clients.
Excellent communication, leadership, and stakeholder management skills.
Ability to thrive in a fast-paced, customer-focused, and collaborative environment.

Our Culture:

Who We Are:

Total Rewards:

Check us out on LinkedIn, Comparably, Glassdoor, and Facebook!

#LI-DG1

Read the EEO is the Law poster here, and the supplementary poster here

Read the Read the Pay Transparency Nondiscrimination Provision poster here

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Senior Manager, Global Customer Support

Edtech.com's Summary

Senior Manager, Global Customer Support Full Description

Senior Manager, Global Customer Support

Senior Manager, Global Customer Support

Customer Service Team Member

Customer Service Order to Cash Manager

Employee Services Coordinator

Employee Services Coordinator

Associate Client Value Partner