Customer Success Manager

Customer Success Manager - Americas

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.

• 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%.

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

• MBA or other graduate degree
• Salesforce, Seismic, and Gainsight experience