Head of Critical Account Programs - Remote

Cornerstone OnDemand; United States; Remote; USD 131,000 - 209,000; Full time

Job summary

Cornerstone OnDemand seeks a Senior Manager, Critical Account Programs in the United States, remote. You will build a new capability to manage the highest-impact customer situations across Sales, Services, Product, Partners, Support, and Customer Success.

You will lead the most complex scenarios, coordinate with ELT and customers, shape operating models, and drive systemic improvements, with emphasis on AI-enabled proactive interventions.

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, including the ability to manage up to senior leadership and lead executive-level communication with customers under pressure.

Responsibilities

• Build the Critical Account Programs operating model.
• Define end-to-end framework for high-impact cross-functional situations.
• Build repeatable mechanisms for intake, prioritization, ownership, action tracking, and closure.
• Connect with existing customer, product, support, and escalation processes to surface issues early.
• Lead and manage the most complex customer situations with accountability up to the ELT.
• Communicate with internal executives and customers; lead executive-level communications.
• Provide updates that translate complex details into concise executive narratives.

Skills

Executive communication

Cross-functional leadership

Program management

Customer escalations

Technical fluency

Ambiguity management

Job description

Cornerstone OnDemand seeks a Senior Manager, Critical Account Programs in the United States, remote. You will build a new capability to manage the highest-impact customer situations across Sales, Services, Product, Partners, Support, and Customer Success.

You will lead the most complex scenarios, coordinate with ELT and customers, shape operating models, and drive systemic improvements, with emphasis on AI-enabled proactive interventions.