What are the responsibilities and job description for the Manager, Customer Success position at Lensa?
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As the Manager of Customer Success for the Americas region, you will lead a dynamic team of Customer Success Managers (CSMs) dedicated to driving customer retention, renewal, and satisfaction. You’ll empower your team to overcome challenges and maximize customer value through effective adoption of the Cornerstone Galaxy solution. Collaborating across teams, you’ll be a key driver in ensuring our customers achieve their desired outcomes and continued success.
In this role you will…
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
If you have questions about this posting, please contact support@lensa.com
As the Manager of Customer Success for the Americas region, you will lead a dynamic team of Customer Success Managers (CSMs) dedicated to driving customer retention, renewal, and satisfaction. You’ll empower your team to overcome challenges and maximize customer value through effective adoption of the Cornerstone Galaxy solution. Collaborating across teams, you’ll be a key driver in ensuring our customers achieve their desired outcomes and continued success.
In this role you will…
- 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.
- 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.
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
If you have questions about this posting, please contact support@lensa.com