We're looking for a

VP, Customer Success

This role is Hybrid

As a premier people development company, Cornerstone is focused on Customer Success.

We are on a mission to empower people to be their most extraordinary at work and in the world. We achieve this by repeatedly delivering exceptional service and experience for every customer, every time.
Our solution offers organizations the technology, content, expertise, and specialized focus to help customers realize the potential of their people. Featuring comprehensive recruiting, personalized learning, modern training content, development-driven performance management, and holistic employee data management and insights, Cornerstone’s people development solutions are successfully used by more than 90+ million people in 180 countries.

Cornerstone is seeking a dynamic, self-starter with the ability to create and execute an extraordinary strategy and processes to serve as the Vice President, Customer Success, India. This role will report to the Chief Customer Success Officer with matrixed regional senior leadership. The role will also work closely with the global Customer Success Leadership Team, the extended Cornerstone Leadership Team, Customer Success team members, as well as customers in the Cornerstone Community.

Objectives of this role…
The Vice President, Customer Success, India will be responsible to create a centric focus on all areas of the Cornerstone ecosystem. This includes leading a team toward driving customer outcomes, strengthening customer relationships, and enhancing and forging new partnerships to strengthen Annual Recurring Revenue (ARR) and Logo Retention.

In this role you will…

• Execute Customer Success Strategies that support adoption, continued satisfaction, product expansion, customer advocacy, increase renewal rates while reducing churn
• Attract and lead talent, fostering collaboration across the teams, identifying learning and development opportunities, and coaching team members to uncover their highest potential
• Develop frameworks and engagement models that optimize customer success, team staffing and overall customer engagement
• Drive alignment between Sales, Customer Success, Support, Product, Services and Engineering
• Lead the onboarding and continued skill development of Customer Success Teams
• Establish key performance metrics, track and report on success, as well as opportunities for enhancement and identify key trends in customer experience and health metrics in order to refine how we serve our customers
• Leverage data to make informed decisions
• Build and nurture the Customer Success Community culture, including engagement activities, social networking, customer advocacy, etc.
• Ensure a solid enablement plan for the Customer Success Community and create an interactive and inviting space for dialogue and sharing best practices
• Enhance the use of tools to improve Customer Success efficiencies and impact
• Work closely with our Product team to relay Customer insights and provide feedback to improve product strategy
• Partner with Cornerstone University (Customer Education) to ensure customer adoption and success on the platform
• Collaborate with Marketing to celebrate customers' success through advocacy and cross-customer interactions
• Develop internal relationships with executive leadership, key stakeholders, and peers in other functions and being the Rockstar you are, you will be willing to take on additional responsibilities as needed

You have what it takes if you have…

• Passion for Customer Success with proven success in creating exceptional and impactful customer experiences
• 8+ years of experience in a Customer Success Leadership role
• Experience leading a Customer Success Team with successful Annual Recurring Revenue and Logo Retention
• Experience in an organizational development role(s), focused on designing and implementing impactful learning programs
• Experience working with senior stakeholders across multiple departments to influence outcomes and deliver impact
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
• Strong attention to detail, ability to manage multiple projects simultaneously, and excellent follow-up to ensure expectations and deadlines are met
• Outstanding written and verbal communication skills, as well as fierce analytic skills
• Experience in deploying change initiatives and internal tools and programs
• Positive attitude and strong work ethic, coupled with extremely high EQ, and empathy skills
• Understanding of SaaS and Recurring Revenue Business Models
• Strong people leadership and collaboration skills
• Desire to work in a fast-paced, dynamic organization and adapt quickly to change
• Have a B.A./B.S. or equivalent professional experience in Human Resources, Organizational Development, Business or another applicable field
• Strong presentation and public speaking skills
• Must reside in India. It is preferred the incumbent be able to be in the Pune or Hyderabad office 2-3 days a week

Extra dose of awesome if you have …

• Experience using Salesforce
• Strong and demonstrated analytical skills

Our Culture:

Our mission is to empower people, businesses and communities. A culture created less by what we do and more by who we are. When people ask what our team is about, we point to our core values: champion customer success, bring our best, achieve together, get stuff done, and innovate every day. We're always on the lookout for new, curious and capable people who can help us achieve our goal and we are seeking diversity in the people who join our team. We want to make sure that our company reflects the demographic of our customers, clients, and the communities in which we operate. So if you want to work for a friendly, global, inclusive and innovative company, we'd love to meet you!

What We Do:

Cornerstone is a premier people development company. We believe people can achieve anything when they have the right development and growth opportunities. We offer organizations the technology, content, expertise and specialized focus to help them realize the potential of their people. Featuring comprehensive recruiting, personalized learning, modern training content, development-driven performance management and holistic employee data management and insights, Cornerstone’s people development solutions are successfully used by more than 100 million+ people in 180+ countries and in nearly 50 languages.

Cornerstone takes special care to ensure the security and privacy of the data of its users.

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