Senior Customer Success Manager

As a Senior Customer Success Manager (CSM) at Cornerstone, you will be the primary strategic partner and advocate for your customers. You will ensure your customers get maximum value from their investment, achieve their business objectives, and enjoy a proactive, consultative relationship with Cornerstone. You will also work closely with your customers, the Account Manager (AM), and internal teams to drive service excellence, adoption, and continuous improvement.

Key Responsibilities

Customer Advocacy and Partnership

• Serve as the main point of contact and advocate for your customers, ensuring continuous alignment between Cornerstone's solutions and your customers' business goals.
• Drive collaboration with relevant subject matter experts, including for integration topics, to resolve all of your customers' technical and strategic queries.
• Work in close partnership with your customers Dedicated Support Advocate (DSA) and the Account Manager (AM), pulling in additional resources as needed to address evolving requirements.

• Together with the DSA, guarantee a 1-hour initial response for all your customer support cases during business hours via phone or email if your customers' main contact is not reachable.
• Oversee escalation processes, case prioritization, and ensure prompt resolution of urgent or emergency issues in alignment with service level agreements.
• Facilitate regular communication between your customers, Cornerstone support teams, and the Account Manager (AM).

• Engage early during your customers' implementation phase to provide best practices in Governance and Change Management, driving successful and confident launches.
• Guide your customers through onboarding, ensuring comprehensive training, effective resource utilization, and smooth integration for new team members.

• Create and deliver a tailored training plan for your customers' administrators and key users, leveraging Cornerstone's live and on-demand training resources.
• Host office hours and connect your customers with valuable online resources, product tours, demos, and adoption materials to drive capability and engagement.

• Support your customers in leading all aspects of the testing phase, including test strategy, test case definition, data preparation, and execution.
• Share best practices, provide test templates, and ensure all minor issues from testing are documented and formally handed over for ongoing follow-up and resolution in future releases.
• Track and report on testing outcomes, collaborating with relevant technical and success teams.

• Schedule and facilitate regular check-ins, strategic business reviews (quarterly), and onsite bi-annual workshops with your customers and stakeholders, including the Account Manager (AM).
• Develop and manage a personalized success plan for your customers, closely aligned to your customers' business and talent management strategy.
• Drive engagement through optimization sessions, webinars, and community activities tailored for your customers.

• Gather and relay your customers' feedback to Cornerstone Product Managers via feedback sessions, 11 meetings, and product community forums.
• Provide customized release recommendations for your customers and proactively guide the adoption of new features and system enhancements.

• Facilitate the effective use of Cornerstone's report writer for your customers, ensuring your customers' administrators can develop and access reports as required.
• Perform regular reviews of system permissions and governance and support optimization through reporting and analytics best practices.
• Ensure all minor issues discovered during user acceptance testing are accurately documented and transitioned for resolution.

• Experience in customer success, consultative account management, or related SaaS roles, preferably in talent management or HR technology.
• Strong project management, communication, and stakeholder engagement skills.
• Ability to collaborate effectively with cross-functional teams, including Account Managers, technical experts, and your customers' internal teams.
• Competence in delivering and customizing training for various audiences.
• Technical aptitude, especially with integrations, system governance, and reporting tools.

• Your customers' satisfaction and retention
• Speed and effectiveness of case resolution and escalation
• Success and adoption during onboarding and training
• Strategic alignment of Cornerstone solutions to your customers' business outcomes
• Quality and uptake of reporting and analytics capabilities