Remote: Head of Critical Account Programs

Cornerstone OnDemand; Billings (MT); Remote; USD 180,000 - 230,000; Full time

Job summary

Cornerstone OnDemand in the United States seeks a Senior Manager, Critical Account Programs to build and operate a new capability for the most complex customer situations. You will own high-stakes cross-functional problems, coordinate leadership, and drive decisive action across teams.

You’ll establish governance, lead the highest-priority cases, and scale the function with structured processes, executive communications, and measurable outcomes.

Qualifications

• 10+ years of experience in customer escalations, critical account or program management.
• Experience leading complex executive-visible customer situations with technical and business stakeholders.
• Exceptional executive communication skills and the ability to manage up to senior leadership.

Responsibilities

• Define and lead the Critical Account Programs operating model and governance.
• Coordinate cross-functional response across Sales, Services, Product, Partners, Support, and Customer Success.
• Lead high-priority situations end-to-end, from stabilization to closure, with executive visibility.
• Develop repeatable processes for intake, escalation, action tracking, and communications.

Skills

Executive communication

Cross-functional collaboration

Program management

Customer success

Leadership

Job description

Cornerstone OnDemand in the United States seeks a Senior Manager, Critical Account Programs to build and operate a new capability for the most complex customer situations. You will own high-stakes cross-functional problems, coordinate leadership, and drive decisive action across teams.

You’ll establish governance, lead the highest-priority cases, and scale the function with structured processes, executive communications, and measurable outcomes.