Customer Success Manager

Namely; Mountain View (CA); On-site; USD 80,000 - 110,000; Full time

Job summary

Namely in Mountain View, California is seeking a Customer Success Manager to support client adoption of Cornerstone OnDemand solutions. The CSM will facilitate client transitions, develop tailored success plans, and manage client relationships to ensure satisfaction and value realization.

The ideal candidate will have SaaS experience, strong communication skills, and the ability to develop consultative relationships. Responsibilities include educating clients on tools and advising on risks to ensure successful partnerships.

Qualifications

• Experience in a similar role in the SaaS industry.
• Ability to create and execute success plans for customers.
• Excellent communication and analytical skills.

Responsibilities

• Facilitate the transition from implementation to Go-Live.
• Manage a portfolio of clients to ensure satisfaction.
• Educate clients on self-service tools and processes.

Skills

Strong communication skills

Detail-oriented

Consultative relationship building

Analytical skills

Fluency in English

Knowledge of Cornerstone OnDemand

Job description

This is a 1-year fixed-term contract. The Customer Success Manager (CSM) is responsible for supporting the client’s adoption and continued satisfaction with the Cornerstone OnDemand Talent Management solutions. The CSM is introduced to the client during the implementation process and becomes the primary “face” to the client as implementation is closed out and the client goes live with the solution. The CSM takes ownership of Cornerstone’s relationship with the client business process owner, providing counsel and guidance aimed at ensuring their value realization and successful experience with the Cornerstone Products. The CSM also serves as an internal advocate for the client, helping to drive support and change when necessary to help the client achieve their business objectives. The CSM shall understand customers business objectives, and help achieve them through best practice recommendations, expert-level application support, assist clients in solving point-in-time challenges, and partner with the client to increase the effective use and adoption of the Cornerstone solutions. The Customer Success Manager will be measured on the client’s value realization through the solution, engagement with Cornerstone as a business partner, and overall client satisfaction.

Responsibilities

• Facilitate the transition out of implementation to Go-Live and support the client’s drive towards self-sufficiency
• Create a tailored success plan to ensure client success and achievement of the business strategy/initiatives
• Manage a portfolio of clients and make certain a high level of satisfaction with the solution and value realization is achieved
• Develop a consultative relationship with each client and work in conjunction with Sales and Account Management providing solution planning support
• Conduct regular meetings with the client and make recommendations to provide continued success with talent management processes, workflows, and system configuration
• Educate clients on self-service tools, release process, and other client programs to ensure a successful partnership
• Advise clients of process/system risks based on organizational constraints and develop solutions to mitigate risks
• Partner with sales and account management to ensure alignment at all levels of the relationship throughout the partnership
• Be required to know and maintain knowledge of the Cornerstone OnDemand cloud offerings

Qualifications

• Have held a similar role in the SaaS industry
• Have experience in mapping success plans and executing them to create value for customers
• Have strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations
• Have experience using Cornerstone OnDemand application or comparable HCM product
• Are able to develop a consultative relationship with each client and work in conjunction with Sales and Account Management providing solution planning support
• Are highly detail-oriented and able to manage multiple projects simultaneously
• Are organized and methodical with excellent follow-up to ensure client expectations and deadlines are met
• Have excellent communication and analytical skills
• Are fluent in English, German will be an asset
• Are able to demonstrate commitment to valuing diversity and contributing to an inclusive working and learning environment
• Have consideration for privacy and security obligations