Job Details

Principal Customer Success Manager (HR Technology) |Hybrid | Hyderabad, Bangalore or Chennai | IC Role

The objective of the Principal CSM is to maximize customer

retention and success while driving operational excellence to ensure customers

realize the full value of their investment in Cornerstone. The role spans

technology, consulting, and operations management, and requires the successful

candidate to have a strong background in technology/Software as a Service, as

well as upwardly facing stakeholder management skills. This is a key leadership

position working closely with both technologists and senior leadership.

The Principal CSM will be the primary customer point of

contact, funneling all customer requests and maintaining a comprehensive view

of all projects and outcomes. This role will effectively collaborate

cross-functionally and champion customer initiatives through extended internal

teams, such as Product Management, Engineering, and Support, while aligning to

the Cornerstone company strategy. By providing a world class experience and

maintaining a proactive focus on product optimization, adoption and engagement,

the Principal CSM drives outcomes leading to retention, expansion, and

advocacy.

In this role you will:

Be

dedicated to a portfolio of large, strategic customers to ensure the

highest level of service and success.

Maintain

a comprehensive view of all aspects of the customer's Cornerstone

relationship, including all projects, requests, and initiatives.

Develop

and execute comprehensive program strategies that align with customer

objectives.

Establish

a high-touch communication cadence with both the customer and internally

aligned resources.

Closely

partner with the Account Manager on customer governance (via Account

Mapping and Planning, Success Plans, Business Reviews).

Independently

collaborate with Sales, Engineering, Product, and other internal teams to

set outcomes and measurable objectives with the customer.

Partner

with the customer to understand their current and future business goals

and challenges and translate that into people, product, and process

strategies to improve their overall Cornerstone experience.

Constantly

look for opportunities to position/seed related Cornerstone products and

solutions with the customer.

Manage

end to end project lifecycles, from initial planning to execution and

evaluation. Monitor progress, milestones, and deliverables, ensuring

alignment with customer expectations and company goals.

Work

across the customer's business organization to communicate the value of

these solutions to their team and executives.

Provide

industry insights, guidance, and recommendations to drive customer

strategic outcomes. Share knowledge and insights with the internal team to

drive innovation.

Work

closely with customers to maximize opportunities for expansion, upsell,

and cross sells as well as renewals. Provide guidance on utilizing

Cornerstone products, promoting adoption, and delivering quantifiable

value.

...

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

a minimum of 10y - 12y of customer-facing program/project manager

experience with the ability to work closely with both technical teams and

business focused stakeholders.

Have

demonstrated ability to manage difficult technical and complex customer

critical issues.

Are

highly detail-oriented and able to manage multiple projects simultaneously

with strong risk management and mitigation skills.

Have

a good understanding and interest in the Learning domain, trends, actors…

Have

the ability to build relationships and manage senior stakeholders

effectively.

Are

organized and methodical with excellent follow-up to meet customer

expectations and deadlines.

Have

excellent interpersonal, communication, presentation, consulting, and

analytical skills.

Have

passion for customer success and are delivery focused and service oriented

with an entrepreneurial mindset of being able to drive continuous

improvement and optimization.

Enjoy

working in a fast-paced, dynamic organization.

Are

able to adapt changes in roles and responsibilities.

Have

a B.A./B.S. degree or equivalent professional experience in Human

Resources, Business, Organizational Development or other applicable field.

Are

able to travel up to 15-30%.

Demonstrated

commitment to valuing diversity and contributing to an inclusive working

and learning environment

Consideration

for privacy and security obligations

Extra dose of awesome if you have...

Strong

technical understanding around cloud solutions, operating concepts and

infrastructure.

SPHR,

SHRM-CP, SHRM-SCP, CCP, CPLP designation.

#LI-Hybrid

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 ...@csod.com