Principal Customer Success Manager - HR Technology

Principal Customer Success Manager | 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 customers 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 customers 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.

Youve got what it takes if you

• Have a minimum of eight years 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.