• Manager, Customer Success

    Cornerstone onDemand (Houston, TX)


    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

     

    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, color, gender, age, sexual orientation, 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 [email protected]