Senior Customer Success Manager

We're looking for a Senior Customer Success Manager This role is Remote, United States

We are looking for a Senior Customer Success Manager to drive customer adoption, retention, and growth at scale through data-driven engagement strategies. This role blends customer success management with value engineering principles, ensuring that customers maximize their return on investment (ROI) while optimizing costs and performance.

As a hybrid role, you will use automation, analytics, and self-service strategies to engage customers at scale while also conducting in-depth value assessments to help customers achieve measurable business outcomes. You will work closely with cross functional teams to drive customer success, renewals, and expansion.

In this role you will…

Digital Customer Success Management

• Develop automated and digital-first engagement strategies (email campaigns, in-app guidance, webinars) to support a large volume of customers.
• Align with Sales teams to support renewal strategies and expansion opportunities.
• Implement self-service resources (knowledge bases, chatbots, digital communities) to enhance customer enablement.
• Proactively monitor customer health scores, product usage, and engagement trends to identify and address risks.
• Develop scalable customer success strategy by leveraging the customer community.
• Leverage customer success platforms (Gainsight) to manage workflows and customer insights.
• Continuously refine and optimize digital playbooks, automation workflows, and engagement strategies.
  
  

Value Engineering

• Identify opportunities to drive additional value for customers through the use of digital solutions.
• Conduct detailed analysis and assessments of customer processes and workflows to identify areas for improvement and optimization.
• Quantify the business impact and ROI of our solutions, creating compelling value propositions and case studies.
• Develop templates for CSMs to build and execute customized value plans that align with their strategic goals.
• Develop and present value realization reports and presentations to internal stakeholders.
• Stay up-to-date with industry trends and best practices to continuously enhance our value engineering capabilities.
  
  

You’ve Got What It Takes If You Have…

• B.A./B.S. or equivalent professional experience in Human Resources, Organizational Development or Business.
• 3-5 years of experience in Digital Customer Success, Value Engineering, or Customer Experience roles within technology or Saas industry.
• Strong analytical skills with the ability to translate data into actionable insights and strategic recommendations.
• Excellent communication and presentation skills, with the ability to influence and build relationships at all levels.
• Proven track record of driving customer satisfaction, retention, and growth.
• Technical aptitude and the ability to quickly learn and understand digital products and solutions.
• Self-motivated, proactive, and able to work independently as well as part of a team.
• Proficiency in Gainsight and CRM tools like Salesforce.
• Ability to interpret customer data, product usage trends, and performance metrics to drive engagement strategies.
• Project management experience and the ability to manage multiple priorities simultaneously.
• Familiarity with SaaS, B2B software, or cloud-based solutions preferred.
  
  

Our Culture

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are

Cornerstone powers the potential of organizations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI-powered workforce agility platform, meets organizations where they are. With Galaxy, organizations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce. More than 7,000 organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high-performing, future-ready organizations and people today.

Total Rewards

At Cornerstone, we are dedicated to inspiring excellence and pushing boundaries in everything we do. Our compensation strategy is based on three fundamental principles: equitable pay, market-driven research, and skill-based appraisals. As part of our mission to share success and empower individuals to thrive in an ever-changing world, the listed salary range is just one element of Cornerstone’s comprehensive compensation package. This compensation package may also include annual bonuses, short- and program-specific awards depending on the role, and a comprehensive benefit offering. The disclosed salary range reflects the geographic differential based on the location of the position if applicable. The starting salary for the successful applicant will depend on several job-related factors, including education, training, experience, certifications, location, business needs, and market demands. This range is based on a full-time position and may be adjusted in the future. Join us in shaping the future of work — tomorrow, together. Experience flexibility and empowerment in your career at Cornerstone. The BASE salary range for this position is: 99200 - 158700 USD.

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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, religion, color, gender, sex, age, sexual orientation, gender identity, 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 or +1 855 454 8433.

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