Head of Critical Account Programs & Cross-Functional Escalations

Cornerstone OnDemand; Portland (ME); Remote; USD 140,000 - 200,000; Full time

Job summary

Cornerstone OnDemand is building a focused Critical Account Programs capability. The Senior Manager will own high-impact, cross-functional customer situations, coordinate with Sales, Services, Product, Partners, Support, and Customer Success, and lead executive-level communications.

This is a builder role focused on defining operating models, governance, and scalable processes to manage strategic accounts and drive systemic improvements within the company.

Qualifications

• 10+ years of experience in customer escalations, critical account or program management, customer success, or technical program management within a enterprise environment.
• Experience building systems and processes to improve customer experience.
• Experience leading complex, executive-visible customer situations involving multiple stakeholders.
• Exceptional executive communication skills, including managing up to senior leadership and customers under pressure.
• Track record bringing structure and momentum to ambiguous, cross-functional problems.
• Experience partnering with Product, Engineering, Services, and Support and translating technical detail for non-technical audiences.
• Turning root-cause findings into durable process or operating-model improvements.
• Strong judgment, organizational discipline, and calm, action-oriented thinking under pressure.
• Ability to influence outcomes without direct authority and a builder mindset.

Responsibilities

• Lead the most complex customer situations that span multiple functions and drive cross-functional accountability.
• Define and operate the Critical Account Programs model, including qualification, escalation, and governance.
• Communicate with and manage up to executive leadership and customers, providing concise status and recovery plans.
• Drive stabilization, resolution, and closure while building scalable playbooks, tooling, and processes.
• Turn lessons from critical situations into systemic product and operational improvements.
• Scale the capability across Cornerstone and shape future operating models with automation and AI insights.

Skills

Executive communication

Cross-functional leadership

Program management

Customer success

Ambiguity handling

Job description

Cornerstone OnDemand is building a focused Critical Account Programs capability. The Senior Manager will own high-impact, cross-functional customer situations, coordinate with Sales, Services, Product, Partners, Support, and Customer Success, and lead executive-level communications.

This is a builder role focused on defining operating models, governance, and scalable processes to manage strategic accounts and drive systemic improvements within the company.