Architect of Critical Account Programs

Cornerstone OnDemand; Burlington (VT); Remote; USD 140,000 - 200,000; Full time

Job summary

Cornerstone OnDemand is seeking a Senior Manager for Critical Account Programs to build and operate a new capability handling the most complex, high-impact customer situations. You will own cross-functional outcomes, coordinate with Sales, Services, Product, Partners, Support, and Customer Success, and drive resolution with calm, decisive leadership.

The role demands a builder mindset, hands-on leadership in high-stakes scenarios, and the ability to translate issues into structured operating

Qualifications

• 10+ years of experience in customer escalations, critical account or program management, customer success, or a comparable enterprise environment.
• Experience building systems and processes to improve customer experience.
• Experience personally leading complex, executive-visible customer situations involving technical and business stakeholders.
• Exceptional executive communication skills and ability to manage up to senior leadership.
• Ability to bring structure and momentum to ambiguous, cross-functional problems.

Responsibilities

• Build the Critical Account Programs operating model and governance.
• Lead the most complex, executive-visible customer situations across functions.
• Communicate with and manage up to internal executives and customers.
• Design for scale with repeatable processes, playbooks, and governance.
• Turn situational learnings into durable product and operational improvements.

Skills

Executive communication

Cross-functional leadership

Program management

Customer risk management

Job description

Cornerstone OnDemand is seeking a Senior Manager for Critical Account Programs to build and operate a new capability handling the most complex, high-impact customer situations. You will own cross-functional outcomes, coordinate with Sales, Services, Product, Partners, Support, and Customer Success, and drive resolution with calm, decisive leadership.

The role demands a builder mindset, hands-on leadership in high-stakes scenarios, and the ability to translate issues into structured operating