Cornerstone OnDemandRemote
Manager, Customer Success
United States of America
Full Time
2 hours ago
$103,000 - $165,000 USD
H1B Sponsor Likely
Key skills
Customer Success ManagementBusiness AcumenTalent ManagementConsulting ExperienceSalesforceGainsightAnalytical AbilitiesCoaching SkillsMBAAdvanced DegreeRelevant CertificationsProject ManagementAILeadershipTeam LeadershipCommunicationCustomer SuccessAccount Management
About this role
Cornerstone OnDemand is a company dedicated to empowering organizations and their people through innovative solutions. They are seeking a Manager of Customer Success for the Americas region, responsible for leading a team of Customer Success Managers to drive customer retention, renewal, and satisfaction while ensuring effective adoption of their solutions.
Responsibilities:
- Lead, mentor, and grow a diverse team of CSMs through hiring, coaching, and professional development, unlocking their full potential
- Guide CSMs in customer relationship management, product expertise, talent management best practices, and strategic business insight
- Serve as the escalation point for complex customer issues where standard processes have been exhausted
- Oversee the quality and consistency of Customer Success programs including adoption support, customer coaching, engagement initiatives and Customer Success Package offerings
- Drive team performance and engagement by monitoring critical success metrics such as renewals, retention, and upsell opportunities
- Lead and contribute to special projects, both within Customer Success and cross-functional teams
- Adapt and take initiative by owning additional responsibilities as the business evolves
Requirements:
- 2+ years in Customer Success, Account Management, or a customer-facing role with proven team leadership
- 10+ years of professional experience in talent management, consulting, or related fields demonstrating strong business acumen, agility, and technical aptitude
- Bachelor's degree or equivalent experience in Human Resources, Organizational Development, Training & Development, or a related discipline
- Exceptional attention to detail with the ability to juggle multiple projects and priorities effectively
- Strong organizational and follow-through skills ensuring customer expectations and deadlines are consistently met
- Excellent communication and analytical abilities
- Willingness and ability to travel up to 15-30%
- MBA or advanced degree
- Relevant certifications such as SPHR, SHRM-CP, SHRM-SCP, CCP, or CPLP
- Experience with Salesforce, Gainsight and AI platforms