Job Description

We're looking for a

Customer Success Manager

This role is Hybrid, Poland

The Customer Success Manager (CSM) plays a crucial role in supporting clients' adoption and ongoing satisfaction with the Cornerstone OnDemand Talent Management solution. Initially introduced during the implementation process, the CSM becomes the primary point of contact for the client as implementation concludes and the client begins using the solution.

As a CSM for mid-market customers, your main responsibility is to advise clients on product-related inquiries, offering guidance to ensure their successful experience with the Cornerstone solution. Additionally, you act as an internal advocate for the client, driving support and facilitating change when needed to help them achieve their business objectives.


Your role includes providing best practice recommendations, offering expert-level application support, assisting clients in addressing challenges as they arise, and collaborating with them to enhance their utilization and adoption of the Cornerstone solution. Ultimately, your success is measured by the client's utilization of the solution and their overall satisfaction with the service provided.

In this role you will...

  • Facilitate the transition out of implementation to Go-Live and support the client’s drive towards self-sufficiency

  • Educate clients on self-service tools, release process, and other client programs to ensure a successful partnership

  • Conduct regular meetings with the client and make recommendations to provide continued success with talent management processes, workflows, and system configuration

  • Deliver both direct and 1-to-Many sessions for customers, sharing best practices on system functionalities and processes

  • Organize different Shared activities for customers

  • Advise clients of process/system risks based on organizational constraints and develop solutions to mitigate risks

  • Engage the appropriate consultants and technical resources as necessary

  • Partner with sales and account management to ensure alignment at all levels of the relationship throughout the partnership

  • Uncover and develop account expansion opportunities to support ongoing account growth

  • Serve as an advocate for the customer cross-functionally across the organization

  • Maintain expert level knowledge of each of the Cornerstone OnDemand cloud offerings and configuration options

  • Be required to pass initial certification exams and maintain knowledge of Cornerstone product offerings and configuration options by staying current with releases· ... 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 held a role as an Implementation Consultant, HRIS Specialist or roles alike

  • Have a or equivalent professional experience in Human Resources, Organizational Development or Finance

  • Have experience using Cornerstone OnDemand application or comparable HCM product, high level of skill with the application 

  • 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 skills and analytical skills

  • Are fluent in English. Fluency in an additional European language will be appreciated

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

  • Show consideration for privacy and security obligations.

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