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Director, Customer Success (Strategic)

What We Offer:

• Fully remote role

• People first culture of inclusivity

• Competitive medical coverage

• Collaborative team environment

• Unlimited PTO, parental leave, and a baby bonding policy to maintain work-life balance

About this role:

As a premier people development company, Cornerstone is focused on Customer Success. We are on a mission to empower people to be their most extraordinary, at work and in the world. We achieve this by repeatedly delivering exceptional service and experience for every customer, every time.

With decades of industry expertise, an obsession with customer success, and a holistic AI-powered Talent Experience Platform, our solution unlocks the unlimited potential of the workforce and streamlines how it’s done. Cornerstone’s people development solutions are successfully used by more than 100 million people in 180 countries in nearly 50 million languages.

Cornerstone is seeking an agile, results driven leader to serve as Director, Customer Success for its large, enterprise segment in the Americas. This role will report to the Vice President, Customer Success, Americas and will lead a team of Strategic Customer Success Managers (CSM) responsible for engaging Cornerstone’s largest global customers and driving outcomes leading to renewals, expansion, and advocacy.

The Director, Customer Success (Strategic) will work closely with Sales leadership to develop strategies and processes to increase Annual Recurring Revenue (ARR) and Logo Retention. This includes operational planning behind the scenes as well as customer-facing engagement to nurture and grow partnerships and relationships. Additionally, this role will collaborate cross-functionally on business initiatives to increase customer centricity and grow customer satisfaction.

In this role you will:

• Execute Customer Success strategies to meet or exceed renewal targets, mitigate churn, and grow expansion opportunities

• Attract, lead, and develop a diverse team of CSM managers and individual contributors, coaching them to uncover and realize their potential, and driving their performance and engagement

• Develop frameworks and engagement models to optimize customer support, team staffing and overall customer engagement

• Engage with customers to build relationships, expand empathy, and resolve escalated issues

• Establish key performance metrics and track and report on success

• Utilize data to identify trends to refine operational optimization and resource allocation

• Collaborate cross-functionally to facilitate knowledge sharing, enhance the team’s ability to achieve customer outcomes, and relay customer insights

• Cultivate internal awareness of customers’ success and CSM impact

• Partner with Field Enablement to influence the onboarding and continued skill development of the Strategic Customer Success team

• ... and being the rockstar you are, you will be willing to take on additional responsibilities as needed

You’ve got what it takes if you have...

• Passion for Customer Success with a proven track record leading a successful enterprise-focused Customer Success team in a SaaS, HCM company

• 7+ years of experience in a Customer Success, Account Management, or other customer facing leadership role

• Experience leading a team with Annual Recurring Revenue of greater than $200m and Logo Retention targets

• Experience working with senior level internal stakeholders to influence outcomes

• Ability to engage executive level customer stakeholders and serve as an executive sponsor

• Excellent attention to detail, ability to manage multiple projects simultaneously, and ability to follow up to ensure expectations and deadlines are met

• Ability to easily adapt and lead in a fast-paced, dynamic organization while maintaining composure and a positive attitude

• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment

• Excellent written communication, presentation, public speaking, consulting, and analytical skills

• A B.A./B.S. or equivalent professional experience in Human Resources, Organizational Development, Business, or another applicable field

• Ability to travel up to 15-30%

Extra dose of awesome if you have...

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

• MBA

• Salesforce, Gainsight, Tableau and Gong experience

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 careers@csod.com